Genesys Cloud - Main

We recently enabled screen recording, the recording is working, playback within the interaction detail is normal for audio/video.  If we download a recording (.webm file) we can play it through our browser (Edge, Chrome, Firefox) or with our companies default media player (Windows Media Player) and the video plays but there is no audio.  The sound icon is grayed out completely.

If I download another non-Genesys .webm file (Demo Files – WebM Files) it plays in the browser both video and audio.

Any suggestions here as to why audio is not working?  

#QualityManagement
#SystemAdministration
#Telephony
#Unsure/Other

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Dan Sellar
Individual Only Contact Account
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To answer my own question: I see this is by design, that the audio and video is not stitched together in the downloads.

Download screen recording and audio into | Genesys Cloud Ideas Portal (aha.io)

Feel free to throw a vote on there, I feel like not having these combined is a terrible user experience for anyone having to view an interaction outside of the tool in Genesys.  

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Dan Sellar
Individual Only Contact Account
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Hey Dan,

It looks like you beat me to the response. If you click the VOTE button on that page, it should notify you via email as this Idea progresses through development. I am also going to keep an eye on that Idea and I will let you know if I here about any developments.

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Jason Kleitz
Genesys - Employees
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