Genesys Cloud CX

Discussion Thread View
  • 1.  Issues with Screen Recording when using USB-C Docking Stations

    Posted 10-20-2021 15:39
    We noticed that when our agents are in the office, only their laptop monitor is being recorded, whereas when they WFH they have both monitors recorded.
    I'm wondering if that is because the new docking stations connect to their laptop via USB-C instead of HDMI like they connect at home.  Does anyone know if this is true, and if so, how to resolve?

    I'll test myself tomorrow when I'm in the office, but found it interesting and so far, have not found anything on it with Mr. Google.
    #ArchitectureandDesign
    #QualityManagement
    #SystemAdministration
    #Unsure/Other
    #GenesysCloudCXQAEpisode

    ------------------------------
    Brenda Wynne
    Alcon Vision LLC
    ------------------------------


  • 2.  RE: Issues with Screen Recording when using USB-C Docking Stations

    Posted 10-23-2021 12:56
    Suggestions:
    1. Make sure cable supports Display Port Alternative mode or sometimes called MHL Alternate mode.
    2. Turn off notifications for USB incompatibilities.
    3. Make sure display device in devices does not show DisplayLink port. If so, remove it and load driver for monitor.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Issues with Screen Recording when using USB-C Docking Stations

    Posted 10-26-2021 09:56

    Thank you Robert!

    QQ:  I was able to determine that the USB-C port on my laptop isn't a Thunderbolt or DisplayPort port – but rather the 3rd one listed below – which states that it doesn't support DisplayPort alt mode.

     

    Does that mean that there isn't anything I can do to make screen recording work with this particular laptop / docking station combo?  In other words, is DisplayPort Alt Mode a requirement?

     

     

     

    • Is there a symbol of a lightning bolt (Thunderbolt 3) next to the USB-C port? Then you can use this port to charge and to transfer a video signal. That means you can connect a monitor. This port supports DisplayPort alt mode.
    • Is there a symbol of a D (DisplayPort) next to the USB-C port? Then you can use this port to transfer a video signal. That means you can connect a monitor. This port supports DisplayPort alt model.
    • Is there a symbol of a battery next to the USB-C port? Then you can use this port to charge your laptop. This port doesn't support DisplayPort alt mode.

     

     






  • 4.  RE: Issues with Screen Recording when using USB-C Docking Stations

    Posted 10-26-2021 10:29
    In the current method, probably not.  Genesys is working on a new screen recording mechanism that does not require the driver install.  Perhaps that will work with this type of display adapter.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Issues with Screen Recording when using USB-C Docking Stations

    GENESYS
    Posted 10-27-2021 10:09
    Hi Brenda,

    I would suggest you contact Genesys Care to see if they can get to the bottom of it.  Much of the monitor-recognizing relies on Chromium, and Genesys should be able to diagnose if this is a configuration issue of sorts, or a product issue, or actually a limitation.

    ------------------------------
    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
    ------------------------------