Genesys Cloud - Main

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

We cannot figure this out. How do I contact Genesys Care?

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

We cannot figure this out. How do I contact Genesys Care?

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Amber Krueger
Ultimus Fund Solutions, LLC
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Original Message:
Sent: 07-11-2023 02:55
From: Daniel Ho
Subject: Screen Capture & Evaluations

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)


Original Message:
Sent: 07-08-2023 22:32
From: Daniel Ho
Subject: Screen Capture & Evaluations

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)