Hi, we have a requirement to ensure that our employees access/download call recordings when they have a valid business reason for doing so. We have a manual process where employees log what recordings they have accessed and why, but we would like a way of extracting from Genesys what interactions have been downloaded/replayed.
From trawling the forum/FAQs, I've found that we can see in the Audit Information that a user has 'read' a call recording which covers both the playing of the recording and the downloading of it. But is there any way of running a report that shows all of these audit events for a specified set of users and or a specific time period. E.g. show me all interactions that have been viewed/downloaded within the last week & who by.
Thanks in advance