Workforce Engagement Management

Hello, 

I'm wondering if anyone could provide some insight on how to go about setting up screen recording? We have created the policy where we are just trying to test out recording some inbound calls for a specific agent under our general inbound customer service queue, and with a limited date range of this week. We have it set to retain recordings and to delete after 90 days, checked to initiate screen recording, and to record after call work that will also be deleted after 90 days. However, we are not seeing any media under the interactions for that agent as the help bar suggests that a recording exists. Any suggestions?

Hi Cody. For your test agent did you give them the permission under Recording > Screen Recording > Participate

This might help:  https://help.mypurecloud.com/articles/screen-recording-overview/

Cody, I assume that already installed the Genesys Cloud Background Assist (GCBA) on the recorded agents Windows machine?

Here is a link to the Resource Center https://help.mypurecloud.com/articles/genesys-cloud-background-assistant-gcba-overview/

On that page there is a link to Download and install GCBA. 

Thank you for the information Mark. We will begin exploring the information you provided and see if that solves our issue!