Learn about different types of recording in Genesys Cloud and the encryption used to protect those recordings. Enable recording on trunks to allow recording in your organization. Genesys Cloud also allows you to record agents’ screens during interactions.

• Call recording in Genesys Cloud overview
• Enable policy-based recording
• Enable Participant Recording action
• About screen recording
• About the AWS S3 recording bulk actions integration
• Recording FAQs

Create encryption keys that are unique for each organization. These encryption keys protect recordings from unauthorized access.

• Encryption key overview
• Local key management
• Use an AWS KMS symmetric key for recordings
• Modify the key change schedule
• Change encryption key now

Create policies to determine which ACD calls to record. Create an action in Architect to ask for customers consent before recording. Listen to, annotate, and download recordings on the interaction’s detail page.

• Create a policy
• Enable Participant Recording action
• Manage recordings
• View orphaned recordings
• View an interaction’s details
• Annotate a recording
• Download recordings
• Modify a recording’s archive or delete date
• Retrieve archived interactions
• Protect recordings from deletion for a legal hold directive
• Pause an interaction’s recording to protect sensitive information

Use call recordings to save important conversations. During a call, start recording the conversation. Listen to the recording from your personal inbox.

• Record a call
• Listen to recordings
• Store recordings in local Genesys Cloud regions