Genesys Cloud (formerly PureCloud)

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Multi-monitor Screen Recording

  • 1.  Multi-monitor Screen Recording

    Posted 09-16-2020 18:16

    Hello, WEM Community members.

    Today we're proud to announce the release of our new multi-monitor screen recording feature for Genesys Cloud.

    Introducing Multi-monitor Screen Recording

    Record up to four monitors with 4K resolution during an ACD interaction! Genesys Cloud now records each monitor as an individual recording and preserves the monitor orientation. Additionally, recording more than a single monitor counts as just one session toward the concurrent session limit (500 sessions).

    Key features

    • Monitor changes – If you change your display orientation during an in-progress recorded interaction, that recording will not show the changed orientation.
    • Screen recording playback – You can play back recordings of multiple monitors in two views: layout view and focused view.
    • Screen recording down – When you download screen recordings that include multiple monitors, all available recordings are included in the download, with each screen downloaded as a separate .webm file.

    Focused view

    Layout view

    We know our customers' businesses need reliable screen recordings and this effort ensures improved stability and reliability of screen recording. With this added visibility into each interaction, companies can now collect the insights needed to identify areas of improvement, develop training and execute corrective actions.


    For more information, see (Resource Center article). And stay tuned for an upcoming video demonstration of voice transcription in action.

    Feel free to share your questions and comments by replying below.



    Lesley Vereen
    Sr Product Manager - PureCloud

  • 2.  RE: Multi-monitor Screen Recording

    Top 25 Contributor
    Posted 09-17-2020 16:32
    We are unable to get screen recordings when our agents are in the office because our firewall blocks the traffic.  The range that would need to be opened up in order for it to work is too broad, and our security team will not allow it.

    We tried to use a policy in conjunction with an Active Directory group, but all of the traffic is tagged with 'anonymous user' instead of the actual user's name or account, so it did not work.

    Do you know if there are any plans in the future to decrease the range of ports needed?

    Do any other Genesys Cloud Community members have any suggestion on how to implement screen recording in a secure way?  If your network security team also restricts the necessary ports - how have you gotten screen recording to work?

    Brenda Wynne
    Alcon Vision LLC

  • 3.  RE: Multi-monitor Screen Recording

    Posted 11-05-2020 14:48
    We are facing issue in multi screen recording as below :

    When we connect 1 external monitor directly to laptop through HDMI, screen recording works perfectly. We are able to see laptop screen and 1 external monitor when play back.

    In our environment all the MSRs will have 2 external monitors connected to docking station and docking will be connected to laptop. Screen recording is not working as expected when monitors are connected through dock. It records only laptop screen as PureCloud is opened in laptop.

    Anurag Gusain
    Cognizant Technology Solutions India