Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Genesys Cloud Background Assistant - for Screen Recording interactions. (GCBA)

    Posted 06-03-2025 12:16
    No replies, thread closed.

    Hi Everyone, 

    Has anyone experienced pc performance issues when using GCBA ?

    We have a user who has 2 External Monitors (over DisplayLink) Thinkpad laptop T14 Windows 11 23H2

    We have been chasing this issue for a year -  when one of our agents reports this - it can come as "screen flicker" or "Screens Blacking out" descriptors.

    PostSome of these users also complain of poor audio over WebRtc and few report mouse lag in addition.

    Yesterday we discovered if our latest example, Un-Installs GCBA , all of the chronic issues faced go away - .

    intend to open new case, but thought to see if anyone else has this experience.

    Thanks all

    John


    #QualityManagement

    ------------------------------
    [John] [Korn]
    [Views expressed are my own and do not necessarily reflect those of my employer.]
    ------------------------------


  • 2.  RE: Genesys Cloud Background Assistant - for Screen Recording interactions. (GCBA)
    Best Answer

    Posted 06-03-2025 16:57
    No replies, thread closed.

    Hello John,

    I have not heard of any monitor issues like that when using the GCBA. One thing that may be causing an issue could be related to the agent's network bandwidth or station resources. If an agent has multiple monitors, their station needs to have additional processing power to handle the screen recordings as well as more bandwidth to send the screen recordings to the cloud.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Genesys Cloud Background Assistant - for Screen Recording interactions. (GCBA)

    Posted 06-05-2025 11:25
    No replies, thread closed.

    Hi Jason,

    Where are the specs around processing power and bandwidth for multiple screen use? I did not see it within the article that is provided. Also, when the article references a maximum of 2000 sessions, what does that mean? Per agent, per day, per month, per year? What happens when those sessions are reached? 



    ------------------------------
    Diane Haluszka
    AD, Performance Excellence Internal Operations
    ------------------------------

    Original Message


  • 4.  RE: Genesys Cloud Background Assistant - for Screen Recording interactions. (GCBA)

    Posted 06-06-2025 11:07
    No replies, thread closed.

    Hi Diane,

    https://help.mypurecloud.com/articles/genesys-cloud-requirements/ has the minimum specs but the article does recommend going higher than that for enabling screen recording, particularly when multiple monitors are used.

    The maximum is on active concurrent screen recording sessions.  It is an org-wide threshold that cannot be breached at any moment in time.  e.g. If you have 2000 agents all being screen recorded at this time, the system won't allow the 2001th agent to be screen recorded.



    ------------------------------
    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
    ------------------------------

    Original Message


Related Content