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Screen recording - PCI requirement

  • 1.  Screen recording - PCI requirement

    Posted 07-28-2021 16:54
    Can someone please suggest the recommendations to pause SCREEN recording when the agent is entering sensitive information like the card number, CVV, etc. on a UI?
    If we don't pause the recording then it will capture PCI data which would be a compliance issue and also could lead to misuse of customer data.

    We have 2 UIs that our agents use
    - .Net thick client installed on a desktop
    - a Javascript browser-based App (SPA)

    Screen Recording needs to be paused for both of these Apps.

    What is Genesys recommended solution?

    Vikas Prasad
    Macy's Merchandising Corporation

  • 2.  RE: Screen recording - PCI requirement

    Posted 07-28-2021 23:37

    Secure Screen Recording Pause

    You can now initiate the pausing of screen recordings, either manually in Interaction Client, or programmatically using a public API.

    When an agent initiates a secure recording pause during a recorded interaction, the screen recording pauses for a configured period of time.  As a result, the final recording contains a beep to indicate the execution of a secure segment. The secure segment is omitted from the recording and compressed.  During playback, the listener hears the beep and the pause is indicated by a lock icon on the timeline in the playback window.

    There is a public API call available to pause and resume screen recording. This provides the ability to use a third party desktop application to control the screen recording when entering credit card data.


    Rick Lyndon
    Staff Software Engineer - Team Lead