State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

6.2.2 Selecting a Call to Review

6.2.2.1 Selecting a Call to Review
6.2.2.2 Downloading a Recorded Call

(Video instructions available: Selecting a Call to Review)

All internal and external calls are recorded, and supervisors can review these recordings.

The Supervisor must be logged on to Workspace and is assigned as a supervisor for the specific agent or agent group. Select the help button in the bottom left corner of the window for help text specific to this view. 

6.2.2.1 Selecting a Call to Review

The default interactions view displays call history for the selected time period and any live calls. The information displayed includes call participants, call date and time, duration, call direction, queue, and wrap-up code. For additional information filtering, exporting, saving views, and downloading, See Section 6.1 introduction to performance. 

Open an interaction:

1.  In the Workspace, click the new tab plus button to open a tab.
   
2. Select Interactions.
   
3. Click the filter button, scroll down, and select Show only interactions that were recorded.
   
4. Use the playback controls to listen to the recording.
   

6.2.2.2 Downloading a Recorded Call 

Calls can be downloaded to your computer. By default, they are saved to your downloads folder.

To download a recorded call:

1. Click Download on the recording.
   
2. Optionally select a format for the recording and click the download button. Note: Downloaded recordings are not saved to your Genesys inbox.
   

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Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208