Genesys Cloud - Main

Hi @Pierre Mathurin,

Thank you for sharing this issue with us. This is the first time I've come across a report like this.

According to the official documentation, up to four 4K monitors are supported:
https://help.genesys.cloud/articles/multi-monitor-screen-recording/

Additionally, I believe your organization's concurrent recording capacity is configured based on the number of agents and their respective monitors.

Since the issue is occurring on only one workstation, could you share some additional details about its configuration?

• Which browser is being used on a daily basis?
• Which version of CGBA is installed? Is it x86 or x64?
• Are the monitors connected to the laptop through a hub or docking station, or are they connected directly to the laptop's video outputs?
• Information about the graphics card and the installed driver version would also be helpful.

With this information, we may be able to better understand whether there is something specific to this workstation that could be contributing to the issue.

Hello, 

GC does support multi-monitor screen recording, so if one of the recorded screens is showing a duplicate of another monitor rather than the content that was actually displayed there are a few things we can check.

First thing that comes to mind is to confirm that the affected users have either Genesys Cloud Background Assistant (GCBA) or the Genesys Cloud desktop app installed and working correctly. If possible, you could also test using the alternative option to see if the same issue occurs.

Then, Make sure all monitors are connected and detected before the interaction starts, as a monitor added during an active interaction won't be included in that recording.

It may also be worth comparing the affected users' machines with users where the recording is working correctly, as multi-monitor recording can require additional system resources.

Finally, I would check the GCBA logs on an affected machine for any errors around the time the recording was captured.

As this is only affecting some users, I would also compare their hardware and display setup to users who aren't seeing the issue. Things like graphics drivers, docking stations or display adapters could be worth checking.

If everything looks correct and the issue continues, I think this would be worth raising with Genesys Cloud Product Support. I would include some affected interaction IDs, timestamps, GCBA logs and details of the monitor/hardware configuration so they can investigate further.

Here is some Genesys documentation that might help with checking configurations and such:

• About screen recording
• Multi-monitor screen recording
• Genesys Cloud Background Assistant (GCBA) overview
• Deploy Genesys Cloud Background Assistant (GCBA)

As stated if the troubleshooting steps fail then a ticket with customer care is the next path forward as they can dig into logging and such. More so than we can do here in a public forum. 

Hope this helps. 

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Cameron
Online Community Manager/Moderator
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Hi, Pierre.

If you've already checked those initial points, that's definitely a good start! Intermittent issues like this can be pretty tricky to track down. What catches my attention the most here is that it is actually recording, but duplicating one of the screens.

Assuming your team has already double-checked that everything looks right in Recording Management, here's what I'd suggest as a next step:

• Turn on Log Capture for the agents encountering this most frequently.
• Grab local browser logs (Console and Network tabs) during a full agent session.
• Collect the GCBA logs as well.

Once you have all that data together, opening a ticket with Genesys Support is probably your best move so they can dig deeper into it. Hope this helps you narrow things down!