Genesys Cloud - Main

We are using the WebRTC softphone with the Genesys Cloud web client.  Some of our agents are not getting their screen recorded for ACD interactions.   I have confirmed the GCBA is installed and running. The audio is recorded for all ACD interactions.  This is only impacting a handful of agents which perplexes me even more.  I even have instances where one call will have a screen recording and another call for the same agent will not have one.  I have a case open with my business partner who has not gotten back to me yet.

#QualityManagement

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Rial Coleman
Sr. VoIP Administrator
District of Columbia Water and Sewer Authority
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Hello Rial, 

This could be a number of issues, I think you are already doing the best course work with your partner and they can open a case with the customer care UI team to investigate. Logging and interaction review would need to be done and we cannot do that here in a public forum. 

Cheers, 

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Cameron
Online Community Manager/Moderator
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In the interim you can watch the Console log for an affected agent to see if there are any errors apparent.

Since you are using the Web Client you can use Automatic Log Capture to gather over a 24-hour period.

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
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