Genesys Cloud - Main

We are implementing Genesys Cloud for a client that will be using a shared Windows 11 multi-user RDS environment. We are trying to determine if GCBA will work in a multi-user environment. I have search the GCX Resource center and found that GCBA does need installed the same VDI session where the agent will be placing calls which makes sense. I've also read that GCBA needs to be launched in that windows sessions. What we'd like to know is if anyone else is successfully using GCBA in an end user shared Windows RDS Environment?   We were thinking we might just have to start GCBA as individual users to make it work.   

#Implementation

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Scott O'Neal
NA
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Hi Scott,

I cant find any documentation that confirms that this would be a functional configuration, so hopefully someone else in the community can confirm if they have configured GCBA in this way before.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Hi Scott,

GCBA should be installed at the system level.  In terms of runtime, you should notice that there are 2 processes -- GcbaMain and GcbaBrowser.  GcbaMain runs as a system service.  When a user is logged on (into Genesys Cloud web app), it will create the GcbaBrowser process in the current user's session to perform screen recording.

The Resource Center article could be alluding to the scope of the screen recording session in a VDI environment.  That is, Genesys Cloud will only be capturing within the VDI session since GCBA is sitting within VDI, and not be able to capture anything else at the end device of the user.

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