Reporting: Exporting Audio and Screen Recording Together

Ticket Example: https://dirad.zendesk.com/agent/tickets/48756 

Overview: This article addresses the need for exporting call audio and screen recordings together while maintaining synchronization outside of the Genesys platform. Currently, users can export both components, but they do not remain in sync when played outside of the Genesys system.

Background: The CCC (Customer Contact Center) has raised concerns regarding the desynchronization of exported audio and screen recordings. While Genesys allows for exporting both elements, users experience playback issues when attempting to review them together outside of the platform. This challenge affects quality assurance, training, and compliance processes.

Issue Summary:

• Users can export call audio and screen recordings, but they are not synchronized when played externally.

• This impacts the ability to accurately review agent interactions and training material.

• The issue has been identified as a feature request within the Genesys Cloud Idea Lab.

• The enhancement is currently on Genesys' roadmap for potential implementation in 2025.

Current Actions Taken:

• A follow-up request has been opened to track progress on this feature.

• The issue has been logged as an enhancement request under Genesys Cloud Idea WEM-I-688 (Reference).

• The request has been moved to the "Waiting on Genesys Idea Lab" status.

• Ongoing follow-ups are being conducted to monitor updates from Genesys.

Next Steps:

1. Continue tracking updates from Genesys Idea Lab regarding the feature’s development.

2. Keep the ticket open until a final resolution is provided by Genesys.

3. Provide interim solutions or workarounds for affected teams where possible.

4. Communicate any updates to stakeholders as they become available.

Conclusion: Ensuring audio and screen recording synchronization upon export is a critical requirement for quality monitoring and compliance. While this feature is currently under review by Genesys, ongoing monitoring and follow-ups will ensure that affected teams receive the necessary updates on its progress.