Genesys Cloud enables users to download policy-based voice, screen, and snippet recordings individually from an interaction's detail page. Users must possess specific permissions including Analytics > Conversation Detail – View, Recording > Recording – Download, Recording > Recording – View, Recording > RecordingSegment – View, Recording > Snippet Recording – View, and Recording > Snippet Recording – Download. When recording segment access control is applied, users can only download segments they have authorization to access. To download a recording, users navigate to Analytics > Analytics Workspace, search for and open the Interactions view, select an interaction, and click Download in the Recording Information section of the Details tab. The download interface provides multiple file format options including .ogg_opus, .mp3, .wav, and .webm. The OPUS file type reduces download time when the trunk recording is also in OPUS audio format. Users must manually allow downloads in Chrome browsers. Digital interaction recordings follow a separate download procedure, and additional bulk download capabilities are available through separate functionality.
The following permissions:
Analytics > Conversation Detail – View
Recording > Recording – Download
Recording > Recording – View
Recording > RecordingSegment – View
Recording > Snippet Recording – View
Recording > Snippet Recording – Download
Note: If recording segment access control is applied when viewing the interaction details, you can only download recording segments that you have access to. For more information, see View an interaction’s details and the Work with an interaction to which recording segment access control was applied section inWork with an interaction overview.
You can download policy-based voice and screen recordings as well as snippet recordings one at a time from an Interaction’s detail page.
Click Performance > Workspace > Interactions.
Click Menu > Analytics > Analytics Workspace.
In the Default section, search for Interactions and then click the view name to open it.
Click an interaction.
In the Recording Information section of the Details tab, click Download.
The File Name field displays the name of the recording.
The File Format list displays the formats available to download. For example, .ogg_opus, .mp3, .wav or .webm. Select the required format.