Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  No Screen Recordings for Some Agents

    Posted 02-21-2025 11:01
    No replies, thread closed.

    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

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


  • 2.  RE: No Screen Recordings for Some Agents

    Posted 02-21-2025 11:54
    No replies, thread closed.

    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, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 3.  RE: No Screen Recordings for Some Agents
    Best Answer

    Posted 02-21-2025 12:19
    Edited by Jason Kleitz 03-24-2025 13:52
    No replies, thread closed.

    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.



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

    Original Message


Related Content