Thanks all - appreciate the responses. We opened a care ticket and this is eventually the response from Genesys:
"Hi Thomas,
The VDIs are not actually recording the screen, it is giving us zero sized recordings and therefore they are not uploaded.
For support of the VDIs, you would need to work with your VDI provider.
"
So, washing hands from Genesys. Genesys knew exactly how our agents operated and in fact we discussed multi screen recording from within our VDI (which has been resolved), but never once did Genesys state that screen recording would not work period!! Anyway, I must find a solution here as it is not an option to not record our screens for quality.
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Thomas Jackson
New Avon Company, a Delaware Corporation
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Original Message:
Sent: 10-30-2020 08:27
From: Don Bertier
Subject: Screen Capture in VDI Environment??
Hi Thomas,
My customer has the same issue in their Citrix environment and spent many hours trying to understand why it wasn't working. This seems to be a rabbit hole that Genesys is trying to avoid and I think they're working on it. The biggest issue that I've seen is that there are scant details to help someone troubleshoot . We were able to confirm that the screen recording communications to Genesys cloud were established through network captures, but that there was no data payload being sent. Our best guess was there was a permissions issue or that security updates from Citrix were preventing Genesys from accessing the video driver.
Facundo has some good input about resource considerations, however my former world had VMware/WYSE based VDI using the Genesys PureConnect product (premise-based) with 100% screen recording and no issues. I think his reference the proper user context is a good place to look. We ultimately gave up because Genesys took the position that it was something our VDI provider needed to resolve.
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DonBertier
Bertier CyberTech, LLC
Original Message:
Sent: 10-29-2020 11:36
From: Facundo Nowicky
Subject: Screen Capture in VDI Environment??
Thomas, no one at Genesys has ever detailed what fine tuning is required. Partly because it's mainly an issue that the VDI provider has to help and solve. Although it would be very useful if Genesys Specialists gave us information on what to request to the VDI Provider.
This is what I can tell you based on gathered information and experience.-
First, take into account the added processing power required both for WebRTC Audio processing AND the processing power for the screen recording once you successfully enable it. Keep in mind that any peak in cpu consumption will affect all users in the current "processing node". So this has to be closely monitored to avoid sound quality degradation and other issues.-
Second, Screen recording generally fails because the "screen" the agents are using doesn't really exist, similar to when you are using RDP, and the only "real" screen is the console one. Your provider needs to use whatever setting they have to allow the screen to be actually present, for each user.
The other issue, that might be causing your black screen, is regarding the virtualization of processes, in general VDI systems run all processes in "pools" so they consume less global resources, and just push whatever output is required to the specific user. The way around this is to use a setting that forces each instance of the PureCloud app to be wholly independent and tied to the user.
Both settings cause increased resource utilization, and are not optimal settings for VDIs.-
I hope this helps at least a little, and whatever information you learn regarding this issue, I hope to hear from you!
Regards,
PS: I remembered that there is some good info in this post: Basically My second point:
The issue with that was in getting the screen recording service to
correctly run and start under the proper user context at login.
So this may have to do with how the screen recording functionality
of the Desktop client is run/spawned.
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Facundo Nowicky
Interaxa S.A.
Original Message:
Sent: 10-29-2020 11:07
From: Thomas Jackson
Subject: Screen Capture in VDI Environment??
Hello -
We just went live yesterday with Genesys Cloud across our US Market. All of our agents are working from home accessing Genesys Cloud desktop app via VmWare Virtual Desktop. Everything works very well except screen capture - audio is fine but no screen capture on recorded calls. I founbd the following on the Genesys site. Has anyone encountered this issue and if so can you advise on "proper VDI configuration"? Much appreciated
#Integrations
#QualityManagement
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Thomas Jackson
New Avon Company, a Delaware Corporation
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