Use screen recording along with interaction recording to determine how effectively agents handle interactions. Synchronized playback of interactions and screen recording gives a full view of agent activity.

Screen recording can help identify:

• Why certain types of interactions take longer to handle than others.
• How well agents understand the applications.
• Whether workflow issues relate to agent problems or to system issues.
• How agents handle multiple overlapping interactions.
• Whether agents access unauthorized activity.
• Best practices for handling interactions.

To use screen recording, create a policy and choose screen recording settings. Genesys Cloud screen recording includes the following features:

Screen record agent desktop activity

ACD interactions can have both an interaction recording and a screen recording. The interaction recording is an audio or text record of the interaction. The screen recording is a video of the agents’ desktop activity as they handle ACD interactions. For example, while an agent handles a call, you can also record the agent’s desktop. When you create a policy, you can specify whether to start a screen recording for different interaction types.

Screen recording of the agent’s desktop during an ACD interaction can happen in one of the following scenarios:

• The agent uses the Genesys Cloud Desktop app.
• The agent uses Genesys Cloud as a web app or as an embedded client in the web browser along with Genesys Cloud Background Assistant, which resides on the agent desktop. For more information, see Genesys Cloud Background Assistant (GCBA) overview. 
• For ChromeOS devices, the agent uses Genesys Cloud as a web app in Chrome web browser along with Genesys Cloud Media Helper Isolated Web App (IWA) installed on the device.  For more information, see Configure ChromeOS for Genesys Cloud screen recording.

Screen record multiple interactions

When you create a policy, you can specify whether to start a screen recording for different interaction types. You can also screen record multiple interactions handled by an agent simultaneously. When screen recording multiple simultaneous interactions, the Genesys Cloud Desktop app streams all the interactions as only one video to Genesys Cloud.

If an agent handles multiple simultaneous interactions from multiple monitors, all interactions are recorded as a single video. However, during playback of screen recordings, Genesys Cloud splits the recording and plays the recording of the respective interaction only.

Simultaneously play back recording and applicable audio

Users with the correct permissions can play back the screen recording and simultaneously listen to the interaction’s audio, if applicable. Video of the agent’s screen appears in a pop-out window. For text-based interaction types, you can view the screen recording and the interaction’s text at the same time.

Sync secure pause of audio and screen recording

When an agent starts a secure pause, screen recording also pauses. Audio and screen recording therefore remain in sync, and sensitive information is not recorded.

Record the agent’s monitors

Genesys Cloud records the entire desktop of the agent’s monitor or monitors. For more information, see Multi-monitor screen recording.

Use policies to specify whether screen recording continues after agent transfer

Policies determine whether screen recording occurs when agents transfer an ACD interaction. For example, policies can state that Queue A has screen recording, but Queue B does not. If an agent in Queue A transfers an interaction to Queue B, then screen recording ends when the transfer is completed. Only the portion of the conversation from Queue A has a screen recording.

Set the maximum simultaneous number of screen recordings

To minimize negative effects on your network, you can set the maximum number of simultaneous screen recordings for the entire organization. For example, if you set the maximum at 100 simultaneous screen recordings, then Genesys Cloud does not create extra screen recordings if 100 are currently in progress. For more information, see Recording management.

Choose whether to record after call work

When you create a screen recording policy, choose whether to record after call work. 

Prevent agents from disabling screen recording

When using either the Genesys Cloud Desktop app, or the web browser along with the Genesys Cloud Background Assistant, Genesys Cloud does not require the agents’ authorization when it records the agents’ screen. 

Agents cannot disable screen recording. 

Virtual Desktop Infrastructure (VDI)

Genesys Cloud supports screen recording in VDI environments when agents use the Genesys Cloud Desktop App or access Genesys Cloud through a web browser with the Genesys Cloud Background Assistant deployed in the VDI session. To achieve optimal performance, tune the VDI environment and conduct scalability testing with your VDI vendor. Because screen recording uses real-time WebRTC traffic, it can significantly increase resource utilization and affect VDI performance.

Screen recording does not work if GCBA is installed on the user’s endpoint while Genesys Cloud runs in a browser within a VDI session. To enable screen recording, install GCBA in the same virtual desktop environment where the browser is running. Verify that the VDI environment has sufficient CPU and bandwidth to support GCBA screen capture and real-time WebRTC traffic.

Genesys supports GCBA in VDI environments; however, customers are responsible for configuring, sizing, and optimizing their VDI infrastructure. When troubleshooting, try reproducing the issue with fewer active users or during non-peak periods to determine whether resource contention in the VDI environment is contributing to the issue.