Hi Jason, that is unfortunate. May I ask what did Genesys tell you? Is it bandwidth? I think testing the browser and GCBA is the best move. To avoid any issue, make sure you have the latest release. I will be testing the same on my side. Good luck! Lim
Original Message:
Sent: 06-27-2023 16:29
From: Jason Lorden
Subject: Interaction screen recording stopped abruptly
Hi Lim,
We have not made any progress on this issue unfortunately and it is still happening. We are still in the finger pointing stage where Genesys is saying it is our environment and our IT staff is blaming Genesys. We are attempting to install the Genesys Cloud Background App (GCBA) in our environments to see if that makes any difference, but we are running into some issues getting that to run properly.
I wish I had better news.
Thanks!
Jason
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Jason Lorden
Independent Health Association, Inc.
Original Message:
Sent: 06-27-2023 11:49
From: Lim Vo
Subject: Interaction screen recording stopped abruptly
Hi Jason, any progress on this issue? We are experiencing the same. FYI. we have agents experiencing issue when using 1, 2, 3 monitors. Not quite sure what really causing the issue. Cheers.
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Lim Vo
Patelco Credit Union
Original Message:
Sent: 04-12-2023 08:01
From: Jason Lorden
Subject: Interaction screen recording stopped abruptly
Hi Harshali,
Did you only find this one example, or have you found more? We noticed this problem happening sporadically back in February, but now it seems to be happening more often. We are unable to pinpoint a cause as we see it happening to a variety of people at different times with different setups (VPN vs Citrix, laptop vs. PC, etc.). If more people are experiencing this issue, then maybe there is a problem on the Genesys side and it's not related to the individual user.
Thanks!
------------------------------
Jason Lorden
Independent Health Association, Inc.
Original Message:
Sent: 04-11-2023 00:43
From: Harshali Bhure
Subject: Interaction screen recording stopped abruptly
No Jason, we did not get a solution
Harshali Bhure
CN SONG
Accenture Strategy & Consulting
Hyderabad, India
Mobile:+919000181812
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Original Message:
Sent: 4/10/2023 4:09:00 PM
From: Jason Tripp
Subject: RE: Interaction screen recording stopped abruptly
Hi Harshali,
We have seen this happening sporadically on voice interactions, user on both our Citrix environment and users working through VPN. We opened a ticket and were referred by Customer Care to work with our IT department. The problem I have with this, is that this is a sporadic issue and we only really know it happens once our QA departments notify us that there is a problem.
Have you had any solution to your issue?
Thank you,
------------------------------
Jason Tripp
Independent Health Association, Inc.
Original Message:
Sent: 02-08-2023 04:25
From: Harshali Bhure
Subject: Interaction screen recording stopped abruptly
Hi Daniel,
This issue is intermittent. Its not happening for everyone but I noticed it is for few specific users.
Regards
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Harshali Bhure
Accenture Solutions Private Limited
Original Message:
Sent: 02-07-2023 09:33
From: Daniel Ho
Subject: Interaction screen recording stopped abruptly
Hi Harshali,
Since you have already verified in the QM policy that you have enabled "Record after call work" option when Initiate Screen Recording is selected, this sounds like you need help from Genesys Care to identify if this is a product issue, so please reach out to them. Are you seeing this behaviour consistently, or intermittently? And are you observing this issue from a few specific users, or is this happening to everyone who is being screen recorded?
------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 02-06-2023 00:36
From: Harshali Bhure
Subject: Interaction screen recording stopped abruptly
Hi,
We have an email interaction whose screen recording got halted abruptly just before the wrap up part. We do have the record wrap up part set up in the recording policy of the queue of that interaction.
Could anyone help to understand the reason behind this?
Regards,
Harshali
#QualityManagement
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Harshali Bhure
Accenture Solutions Private Limited
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