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  • 1.  Quality Review - Screen Replay - Zoom In

    Posted 3 hours ago

    Hi there - We recently switched to Genesys for call recording and quality.  In our previous system there is an option to zoom into the screen to be able to read some of the details on what is being inputted.  We have a scenario where an agent is using one very large monitor and setting it up as though it is just one which makes it very difficult to see.  This wouldn't be an issue in our old system and was curious if there are any plans to add that feature to Genesys. 


    #WEM-Quality,WFM,Gamification,etc

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    Alex Lenda III
    WFM
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  • 2.  RE: Quality Review - Screen Replay - Zoom In
    Best Answer

    Posted 2 hours ago
    Hi! Genesys already supports a focused view for multi-monitor screen recordings, where you can select one monitor and enlarge it while the others remain visible on the side.
     
    However, since your scenario involves one very large monitor configured as a single screen, there is a newer feature that appears to address the need more directly.
     
    Genesys has introduced Enhanced Screen Recording Playback, which allows supervisors and evaluators to zoom in on specific areas of a screen recording, pan across the enlarged image, and adjust the playback speed while maintaining visual clarity.
     
    Based on the feature description, this should help when details appear too small on recordings from large or high-resolution monitors.
     
    Release information:
    https://help.mypurecloud.com/release-notes/genesys-cloud/features-coming-soon/
     
    Screen recording playback documentation:
    https://help.mypurecloud.com/articles/view-screen-recording/
     
    I hope this helps!


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    Raphael Poliesi
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