Recording Management

Recording Management (Genesys Cloud Quality & Performance Management)

Recording Management controls how call recordings and screen recordings are stored, accessed, and processed in Genesys Cloud. It also provides administrative controls to prevent excessive bandwidth usage and maintain recording lifecycle management. :contentReference[oaicite:1]{index=1}

Study Notes

Key behavior:

• Screen recording concurrency limit = maximum 2000 recordings simultaneously. :contentReference[oaicite:2]{index=2}
• Playback/download links expire after 2–60 minutes. :contentReference[oaicite:3]{index=3}
• Orphaned recordings appear when recordings remain on the Edge device due to processing failures. :contentReference[oaicite:4]{index=4}

Navigation

Configuration Fields (UI Form Fields)

Recording Management Main Page

Orphaned Recordings UI Fields

Orphan recordings exist when Genesys cannot determine what to do with a recording based on policy, often when interaction processing fails. :contentReference[oaicite:5]{index=5}

Dependencies

Platform Integration / Related Components

Related Topics / Further Reading

Implementation Checklist

Implementation Guide

How to Implement

Workflow

Customer Interaction
        ↓
Recording Engine Captures Interaction
        ↓
Recording Stored in Cloud Storage
        ↓
Quality Policy Applies Retention Rules
        ↓
Recording Available for Evaluation / Analytics

Architecture Diagram

Customer Interaction
        ↓
Genesys Recording Engine
        ↓
Temporary Storage (Edge)
        ↓
Upload to Cloud Storage
      ├─ Home Region
      └─ Global Media Fabric
        ↓
Quality Management
      ├─ Evaluations
      ├─ Speech Analytics
      └─ Compliance Monitoring

Real Flow Scenarios

Scenario 1 – Quality Monitoring

Customer Call
      ↓
Recording Enabled
      ↓
Recording Stored
      ↓
Evaluator Reviews Interaction

Scenario 2 – Orphan Recording Recovery

Recording Stored on Edge
      ↓
Upload Failure
      ↓
Recording Marked Orphan
      ↓
Admin Reattaches Recording

Usage Scenarios

Implementation Examples

Design Example

Inbound Support Call
        ↓
Recording Policy Triggered
        ↓
Recording Stored
        ↓
Evaluation Assigned
        ↓
Supervisor Review

Best Practices

Naming Convention

Naming pattern:

<Department>_<Purpose>_Recording

Security Considerations

Limitations / Constraints

Troubleshooting

Interview Cheat Sheet

Key Takeaways

Screenshots