Product 1 Product 2 Product 3

Interaction Archive Player (c)

Genesys Cloud Recording Studio

Version 2.0

Released October 2025

Transform Your Recording Experience

Experience seamless integration of audio and video in a powerful, intuitive interface designed specifically for contact center quality management and training.

Our new Recording player provides a complete solution for reviewing agent-customer interactions with precision controls and advanced features that save time and improve analysis quality.

Recording Studio Preview
Actual interface of the new Recording Player

Key Features

Perfect Synchronization

Audio and video perfectly synchronized for accurate interaction review, eliminating timing discrepancies.

Unified Display

All interaction elements consolidated on a single screen for efficient analysis and review.

Visual Audio Waveform

Interactive audio visualization allows precise navigation to key moments in conversations.

Channel Controls

Independent volume controls for agent and customer audio channels for crystal-clear review.

One-Click Export

Instantly download complete interactions as a single MP4 file for sharing or archiving.

Advanced Search

Powerful search capabilities to quickly find specific recordings by various criteria.

Business Impact
  • Save 30% review time with streamlined interface and synchronized playback
  • Improve training effectiveness by easily identifying and sharing key moments
  • Enhance quality management with precise audio-visual analysis tools

Ready to Get Started?

Experience the future of interaction review today!

Enquire about Recording Studio
For enquiries, contact enquiries@interactionsolutions.com.au New Release

Interaction Archive Player

Supported Platforms & Migration Paths

Genesys Cloud CX ®

Genesys Cloud offers a feature-rich solution, but storing recordings in a cloud environment can pose challenges.

The Interaction Archive Player (IAP) enables local storage ensuring interactions are available in a near-production-ready state.

  • Play voice & screen recordings
  • Export to AWS S3, Azure, or local

Genesys Engage ®

Whether using MLM for Premise or RCBS, archived information remains consistent.

IAP interprets metadata and constructs a database for seamless search, play, and download.

Regions: Restrict/Empower search by region.
Access Groups: Multi-group assignment for flexible view permissions.

Genesys PureConnect ®

Complete export capability for PureConnect interactions to any target location.

  • Search voice & screen recordings
  • Seamless playback
  • Universal export support

Migrating between platforms

Migrating from one platform to another can present challenges, especially when it comes to ensuring continued access to historic interaction recordings. It is crucial to plan ahead and gather all interactions from the legacy platform before access ceases.

At Interaction Solutions, we specialize in planning, deploying, and executing the archiving process, ensuring that all interactions are securely saved to your local storage. Having an efficient way to search through potentially millions of records becomes imperative.

With the Interaction Archive Player (IAP), interactions are seamlessly archived, processed, and their metadata is populated into dedicated tables. This enables effortless search and play functionality for all your archived interactions.

Supported Migration Paths

  • PureConnect-CIC
  • Engage Premise - PEP
  • Engage Cloud - PEC
  • Genesys Cloud - GCx

Main Features

Data Sovereignty

Data sovereignty is the concept that data is subject to the laws and governance structures within the nation where it is collected. This idea is closely linked with data security, cloud computing, and technological sovereignty. (Wikipedia)

Interaction Archiving with IAP

The Interaction Archive Player (IAP) facilitates secure data handling by allowing connections to Genesys Cloud environments. You can download interactions to a local storage location of your choice, ensuring data sovereignty. The destination can be local or within your own cloud environment.

Division Separation

Organizations with one or more 'Divisions' can enforce separation at the interaction level. By assigning a Division to a user, they will only be able to search, view, play, and download interactions specific to their assigned Division.

Agent Segment Playback

Interaction recordings capture all events during the lifecycle, including IVR segments, queueing, ringing, etc., before the agent engages with the customer. IAP enables users to search and play the 'Agent Segment' of voice interactions. Users can be allocated either 'All' or 'Agent' within their assigned profile in IAP. 'All' allows users to hear the entire recording, while the 'Agent' setting lets them listen from when the agent began interacting with the customer.

Search & Sort Criteria

Utilize multiple search criteria to find interactions efficiently:

  • Agent name
  • Caller number
  • Call duration (from – to)
  • Call ID
  • Play encrypted calls
  • Agent ID number
  • Dialled number
  • Date and time (from – to)
  • Sort by Access Group
  • Call UUID

Group Interactions

Once a date range has been selected, group interactions by value using the display criteria dropdown.

Available options include:

  • Access Groups: Group by access groups associated with the agent.
  • Agent ID: Group all interactions based on the Agent ID.
  • ANI: Group all interactions by ANI (Automatic Number Identification).
  • Call Type: Group by call types (Inbound, Outbound, Consult, etc.).
  • Contact ID: Group by customer's Contact ID from attached data.
  • DNIS: Group by DNIS (Dialed Number Identification Service).
  • Region: For multi-region deployments, group interactions by region.
  • Virtual Queue: Group by the Virtual Queue that handled the interaction.

Business Unit/Line of Business Extraction Module

The Business Unit/Line of Business Extraction Module in the QM Module (Engage Premise/Cloud) enables customers to organize archived interactions into specific business units.

Simply create new business units and then assign the appropriate Access Groups using an intuitive drag-and-drop interface. File sizes are dynamically calculated upon assignment, providing insights into the combined file sizes required for exporting the Business Unit.

Business Units serve as the repository for individual segments within an organization.

Line of Business Analytics Extract

Utilizing the Business Units module, a subset of interactions can be efficiently exported.

  • Select the required Business Unit/Line of Business.
  • Select a Date Range.
  • Choose Selection Criteria: A random set of {x} calls or a percentage.
  • Select Destination: Local storage or Cloud storage.
  • Process...

The output is sorted by:

  • Business Unit
  • Year
  • Month
  • Day

Encrypted calls will be decrypted before export.

Requires 'Export' privileges

IAP Features

Explore the many features offered by IAP:

  • Search, play, and export archived interactions.
  • Play encrypted interactions.
  • Create notations for each interaction.
  • Regional separation Learn More
  • Attached Data Search Learn More
  • Play screen recordings.

Regions

Genesys MultiCloud® interactions can be segmented by region. Especially for multi-site customers, this becomes vital to allow segmentation of interactions where they require each region to only have access to their own recordings. Each region may also require their own specific encryption file. IAP offers a setable option, at the user level, where each user can be limited to their own specific region, or alternatively, allow them to view interactions for all regions.


Attached Data Search

Genesys MultiCloud® CX interactions can contain attached data in the form of key/value pairs. This information can contain various pieces of important information such as:

  • Customer Contact ID
  • Account Number
  • Product Types
  • Business Result
  • Various pieces of queueing information
  • Etc...

IAP allows users to search by these key/value pairs. The returned result will contain all interactions which match the criteria, within the selected date/time range.

Flexible Data Retention Rules

Configure multiple levels of data retention using the following hierarchy:

  • Region: For multi-region deployments, each region can have its own retention plan.
  • Virtual Queue: Each virtual queue can have its own retention plan.
  • Business Units: Each business unit, assigned various access groups, can have its own retention plan.
  • Access Groups: Each individual access group can have its own specific retention plan.

It is possible to set a region to retain all interactions for a specific time period (e.g., 7 years). However, there may be interactions within that region handled by a specific virtual queue, which only need to be held for 5 years. Additionally, within that region, there may be business units that only need to retain their interactions for 2 years. Furthermore, within that business unit, some access groups may only need their interactions retained for 90 days.

By setting retention policies at various levels, overall control of interaction retention can be achieved from a macro to micro level.

Interaction Player

Screen shot examples

Playing an interaction

mainpage

Frequently Asked Questions

Questions asked by customers related to deploying IAP

Yes, Calls recorded with Genesys Interaction Recording (GIR) can be either saved as encrypted or non encrypted. IAP will know if the call is encrypted or not during its main processServer activity. If the call is encrypted, when it is requested to be played, IAP will fetch the original encryption key and use this to unencrypt the interaction.

Yes, IAP can be hosted in a cloud environment. As long as it has access to the storage where the interactions have been saved then it will be able to play them.

By setting a user permission within IAP you can limit them to searching and playing interactions only from their own regions.

Users can be set to view their own Division or All divisions.

No, we do not provide any hardware for premise implementations. We can, however, host IAP in our own AWS environment.

Implementation time is totally dependant upon the size and complexity of the project. A customer with with just a few million interactions can expect the project to be completed within 10 business days from us getting access to the servers.

All data is encrypted. It can be stored on the customers premises or on their cloud environment.
We can also offer storage of recordings on our cloud environment.

Yes, we can configure IAP to use SSO with the customer as the identify provider.
IAP also supports SSO-JIT.

Yes, IAP can play all flavors of Genesys recordings. You can have Engage Premise, MultiCloud, PureConnect and Genesys Cloud CX all displayed within the same UI.