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Access Call Recordings

Here is a quick guide for how to access and play call recordings for applications built on the Genesys Voice Platform (GVP) within CX Analytics. Call recordings on GVP can only be accessed by a Supervisor or Administrator, who also has access to CX Builder.

Run a report


From CX Analytics, choose any VCC report that has Call Recordings.

For example, choose the Enhanced Interaction Activity report from the VCC reports tab. Choose the date range you would like to see in your report. Then click run report from the bottom of the page to generate your report.

Add Call Recordings to Report


From the report, add Call Recordings from the Report Objects list on the left hand side to see call recordings on this report.

Simply, right-click on Call Recordings and select Add to Grid.

CX Analytics adds the new Call Recordings column to the report.

Play the Call Recording


Click Play to access the recording for the call you select. CX Analytics runs another report with selected recording.

Click Listen to play the call recording.

CX Analytics opens another window to play the recording.

You can also click Download next to the volume adjustment to download and play the file.

What do I do next?

You might want to learn more about:

This page was last modified on January 20, 2017, at 12:31.


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