Simultaneously play back recording and applicable audio The maximum limit for ACW screen recording is 15 minutes.Agents need to have the recording > screenRecording > participate permission.You cannot select which recording to retain. Genesys Cloud records both screens but only retains one of the recordings. Genesys Cloud does not support screen recording while an agent is logged in to the same Genesys Cloud account on more than one desktop or web app.For more information about setting this permission, see. For screen recording with Mac you must set the OS permission for the desktop app to allow for screen recording.It is recommended that screen recording be kept up to date with the latest Genesys Cloud Desktop app or Genesys Cloud Background Assistant.For more information, see Genesys Cloud Background Assistant (GCBA) overview. 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.The agent uses the Genesys Cloud Desktop app.Screen recording the agent’s desktop during an ACD interaction can occur in one of the following scenarios: When you create a policy, you can specify whether to start a screen recording for different interaction types. For example, while an agent handles a call, you can also record the agent’s desktop. The screen recording is a video of the agents’ desktop activity while they handle ACD interactions. The interaction recording is an audio or text record of the interaction. To use screen recording, create a policy and choose screen recording settings. Genesys Cloud screen recording has the following features: Screen record agent desktop activityĪCD interactions can have both an interaction recording and a screen recording. Best practices for handling interactions.Whether agents access unauthorized activity.How agents handle multiple overlapping interactions.Whether workflow issues relate to agent problems or to system issues.How well agents understand the applications.Why certain types of interactions take longer to handle than others.Synchronized playback of interactions and screen recording provides a full view of agent activity. Use screen recording along with interaction recording to determine how effectively agents handle interactions.

Recording desktop