# Recording Management

# Recording Management (Genesys Cloud Quality & Performance Management)

| Section | Description |
|---|---|
| Module Context | Part of **Quality Management / Workforce Engagement Management (WEM)** |
| Admin Location | `Admin → Quality → Recording Management` |
| Purpose | Manage **recording infrastructure settings**, including screen recording limits, recording URL expiration, storage region configuration, and orphaned recording handling |

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

| Topic | Explanation |
|---|---|
| Interaction Recording | Captures voice/audio recordings for interactions |
| Screen Recording | Records agent desktop activity during interactions |
| Recording Storage | Determines regional storage for recordings |
| URL Expiration | Controls how long recording download/playback links remain valid |
| Orphaned Recordings | Recordings left on Edge devices when upload or deletion fails |
| Screen Recording Concurrency | Prevents too many desktop recordings from running simultaneously |

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

| Task | Navigation |
|---|---|
| View recording settings | `Admin → Quality → Recording Management` |
| Manage orphaned recordings | `Admin → Quality → Recording Management → Orphaned Recordings` |
| Configure recording retention | `Admin → Quality → Policies` |
| View recordings | `Performance → Workspace → Interactions` |

---

# Configuration Fields (UI Form Fields)

## Recording Management Main Page

| UI Field | Description | Real Options |
|---|---|---|
| Maximum Simultaneous Screen Recordings Allowed | Limits concurrent screen recordings to prevent excessive bandwidth usage | **0–2000 recordings** |
| Number of Currently Active Screen Recordings | Displays number of screen recordings currently running | Read-only counter |
| Recording Playback URL Time-to-live | Time period playback link remains valid | **2–60 minutes** (Default 60) |
| Recording Batch Download URL Time-to-live | Time period batch download link remains valid | **2–60 minutes** (Default 60) |
| Storage of Call Recordings | Determines where recordings are stored | **Home Region** or **Global Media Fabric trunk region** |
| Orphaned Recordings | Displays number of recordings stranded on Edge devices | Clickable link |
| Save | Apply configuration changes | Button |

---

# Orphaned Recordings UI Fields

| UI Field | Description | Options |
|---|---|---|
| Conversation Status Filter | Filter orphan recordings by conversation availability | **All** / **Known Conversation** |
| Play Recording | Play orphan recording | Button |
| Download Recording | Download recording file | Button |
| Delete Recording | Delete orphan recording | Button |
| Attach Recording to Conversation | Reattach recording to conversation | Button |
| Archive Date | Optional archive date when reattaching | Date selector |
| Delete Date | Optional deletion date when reattaching | Date selector |
| Reattach | Confirm recording reattachment | Button |

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

| Component | Purpose |
|---|---|
| Interaction Recording | Required to capture recordings |
| Screen Recording Policies | Control when desktop recording begins |
| Quality Policies | Define recording retention |
| Edge Devices | Temporary recording storage |
| Encryption Keys | Secure recordings |

---

# Platform Integration / Related Components

| Component | Relationship |
|---|---|
| Evaluation Forms | Evaluators review recordings |
| Quality Policies | Control retention and automation |
| Speech & Text Analytics | Analyze conversations |
| Interaction Analytics | Access recordings in interaction details |
| Survey Forms | Link customer feedback to interactions |

---

# Related Topics / Further Reading

| Topic | Description |
|---|---|
| Evaluation Forms | Score agent interactions |
| Survey Forms | Customer feedback |
| Quality Policies | Automate evaluation & retention |
| Encryption Keys | Secure recordings |
| Speech Analytics | Analyze conversation transcripts |

---

# Implementation Checklist

| Task | Status |
|---|---|
| Enable interaction recording | ☐ |
| Configure screen recording concurrency | ☐ |
| Configure recording storage region | ☐ |
| Set URL expiration policies | ☐ |
| Configure recording retention policies | ☐ |
| Monitor orphaned recordings | ☐ |

---

# Implementation Guide

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Quality → Recording Management` |
| Step 2 | Configure maximum simultaneous screen recordings |
| Step 3 | Configure playback/download URL expiration |
| Step 4 | Select recording storage region |
| Step 5 | Configure recording retention policies |
| Step 6 | Monitor orphan recordings |

---

# How to Implement

| Phase | Description |
|---|---|
| Recording Configuration | Enable recording and screen recording |
| Infrastructure Setup | Configure storage region |
| Performance Control | Set concurrency limits |
| Lifecycle Management | Configure retention policies |

---

# 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

| Scenario | Description |
|---|---|
| Compliance recording | Financial or healthcare compliance |
| Agent coaching | Review recordings for training |
| Dispute resolution | Investigate customer complaints |
| Performance analytics | Evaluate service quality |

---

# Implementation Examples

| Example | Configuration |
|---|---|
| Large contact center | Screen recording concurrency = 1000 |
| Compliance environment | Store recordings in home region |
| Security environment | Playback URL TTL = 10 minutes |

---

# Design Example

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

---

# Best Practices

| Practice | Reason |
|---|---|
| Monitor orphan recordings | Prevent stranded recordings |
| Configure concurrency limits | Avoid system overload |
| Use retention policies | Manage storage growth |
| Secure recordings with encryption | Protect sensitive data |
| Align storage region with compliance | Regulatory requirements |

---

# Naming Convention

| Resource | Example |
|---|---|
| Recording Policy | Support_Call_Recording |
| Screen Recording Policy | Agent_Desktop_Recording |
| Storage Configuration | Global_Recording_Storage |

Naming pattern:

```
<Department>_<Purpose>_Recording
```

---

# Security Considerations

| Control | Description |
|---|---|
| Encryption Keys | Protect recording data |
| Role-based access | Limit recording access |
| URL expiration | Prevent unauthorized playback access |
| Compliance storage | Regional storage requirements |

---

# Limitations / Constraints

| Constraint | Description |
|---|---|
| Max screen recordings | 2000 concurrent |
| Playback URL TTL | Minimum 2 minutes, maximum 60 minutes |
| Batch download TTL | Minimum 2 minutes, maximum 60 minutes |
| Screen recording retention | Up to 365 days |

---

# Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Screen recordings not starting | Concurrency limit reached | Increase limit |
| Recording unavailable | Storage configuration error | Verify region |
| Playback link expired | TTL expired | Generate new link |
| Recording missing | Recording policy disabled | Enable policy |

---

# Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is Recording Management? | Admin area used to control recording infrastructure |
| What is the maximum concurrent screen recordings limit? | 2000 |
| What does TTL control? | Recording playback/download link expiration |
| What are orphan recordings? | Recordings stranded on Edge devices |

---

# Key Takeaways

| Topic | Summary |
|---|---|
| Recording Management | Controls recording infrastructure |
| Screen Recording | Desktop activity recording |
| URL Expiration | Secure recording access |
| Storage Configuration | Determines where recordings are stored |
| Orphan Recordings | Recovery mechanism for failed uploads |


# Screenshots

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/cgTjCkzhgtlfTEVx-image-1773079704291.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/cgTjCkzhgtlfTEVx-image-1773079704291.png)