Yes. This happened to us. While creating agent's users, purecloud sent an invitation email to everyone. Agents clicked on the button 'Activate' in the email and they set their passwords etc using the browser. 

Later on, despite they have desktop app installed, they would type 'purecloud' in chrome and login. So we did not have their screens recorded. 

But as long as they are using desktop app, no agent can intentionally or unintentionally stop the screen recording (in my opinion).


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Cheers,
Sajid Abbas Malek
Al-Futtaim Technologies - Dubai
------------------------------

Original Message:
Sent: 12-20-2018 15:35
From: Amanda Gebhardt-Keeton
Subject: Can Agents Turn Off Screen Recording In PC3?

Good afternoon,

I wanted to put a question out to the community about something I'm seeing with one of my agents.  We recently upgraded to PC3, and all employees have been told that they must use the desktop application to ensure consistency in practice, and also so that we have screen recordings available to assist in their development.

While reviewing interactions for the past week, there is one particular agent who has no screen recordings associated with any of her calls.  This has not been observed with any other agent.  Is there anything that the agents can do to stop the recording of their screen in PC3 (we don't have secure pause available to them) other than intentionally using the browser version of PureCloud?  

Thanks for your feedback!

Amanda

Amanda Keeton Contact Center Manager Baker College Contact Center P: 800-469-3165

There is no way for an agent to turn off screen recording, but they do have to use the desktop app in order for the screen recording to be captured.  If the agent is using the web client then screen recordings will not be captured.  Are you able to tell if this agent was using the web client versus the desktop client?

------------------------------
Katie Ritz
Director, Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 12-20-2018 15:35
From: Amanda Gebhardt-Keeton
Subject: Can Agents Turn Off Screen Recording In PC3?

Good afternoon,

I wanted to put a question out to the community about something I'm seeing with one of my agents.  We recently upgraded to PC3, and all employees have been told that they must use the desktop application to ensure consistency in practice, and also so that we have screen recordings available to assist in their development.

While reviewing interactions for the past week, there is one particular agent who has no screen recordings associated with any of her calls.  This has not been observed with any other agent.  Is there anything that the agents can do to stop the recording of their screen in PC3 (we don't have secure pause available to them) other than intentionally using the browser version of PureCloud?  

Thanks for your feedback!

Amanda

Amanda Keeton Contact Center Manager Baker College Contact Center P: 800-469-3165

That's actually a question that I have posed in a related ticket, which I have not received a response to as yet.  Currently all contact center employees are remote, so we do not have the ability to physically see whether the employee is utilizing the app or the web browser version.  

Is there a way to verify via interaction (or back end process) which was used?

Thanks!

------------------------------
Amanda Gebhardt-Keeton
Baker College
------------------------------

Original Message:
Sent: 01-03-2019 10:06
From: Katie Ritz
Subject: Can Agents Turn Off Screen Recording In PC3?

There is no way for an agent to turn off screen recording, but they do have to use the desktop app in order for the screen recording to be captured.  If the agent is using the web client then screen recordings will not be captured.  Are you able to tell if this agent was using the web client versus the desktop client?

------------------------------
Katie Ritz
Director, Product Management
Genesys - Employees

Original Message:
Sent: 12-20-2018 15:35
From: Amanda Gebhardt-Keeton
Subject: Can Agents Turn Off Screen Recording In PC3?

Good afternoon,

I wanted to put a question out to the community about something I'm seeing with one of my agents.  We recently upgraded to PC3, and all employees have been told that they must use the desktop application to ensure consistency in practice, and also so that we have screen recordings available to assist in their development.

While reviewing interactions for the past week, there is one particular agent who has no screen recordings associated with any of her calls.  This has not been observed with any other agent.  Is there anything that the agents can do to stop the recording of their screen in PC3 (we don't have secure pause available to them) other than intentionally using the browser version of PureCloud?  

Thanks for your feedback!

Amanda

Amanda Keeton Contact Center Manager Baker College Contact Center P: 800-469-3165