Genesys Cloud - Main

Hello everyone. I am getting conflicting information from different sources regarding screen recordings setup. As far as I know, screen recordings are capturing all active monitors in one recording without any selection/option. Is it possible to record only one monitor of an agent computer even multi monitors are in use?  

Hi Senih,

My understanding is the same. With multi-monitor screen recording, Genesys Cloud captures all available monitors as part of the screen recording. I couldn't find a configuration that allows you to select only one specific monitor to be recorded while excluding the others.

During playback, you can use Focused View to view an individual monitor, but that doesn't change what was originally captured.

https://help.genesys.cloud/articles/multi-monitor-screen-recording/

Hopefully someone can confirm if there is another supported option for restricting the recording to a specific monitor.

Hope this helps!

Hi Senih,

Based on the official Genesys Cloud documentation, your understanding is correct, and it is not possible to select and record only one specific monitor when an agent uses multiple monitors.

When screen recording is active for an agent, Genesys Cloud records the entire desktop, meaning it will capture all monitors that are in use. This includes up to four monitors in a single recording session.

In summary, the feature is all-or-nothing during recording.

• Screen recording overview
• Multi-monitor screen recording

Hello Senih,

Camila and Phaneendra are correct, screen recording will capture all monitors while recording. I believe this is to ensure that all agent activity can be captured and not missed by an activity or information being on a screen that is nor being recorded. If you have an idea for a new feature that you would like to see, I would highly recommend submitting a new feature request in the Product Ideas Lab. 

Thank you all for replying. Now its clear how Genesys screen recording is working with multiple monitors, we will review our business requirements to make sure all recordings are properly handled.