Genesys Cloud - Main

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance. 

Hello Senih,

We do have a Resource Center article that goes over the Telephony Resource limits. This will show you how close you are to hitting this limit. If an entity reached 80-89% of the limit, that percentage appears in the button in yellow. If an entity reached 90% or above of the limit, that percentage appears in the button in red. When an entity reaches or goes over the upper limit, a warning message appears in the dialog.

Once the recording storage limit is reached, new recordings will not start. Any interaction that is already in progress will continue to be recorded. If you would like to resume recordings, you will need to free up storage space and/or increase your storage limit.

It is important to monitor these limits regularly and take action when you see the warnings to prevent any disruption in recording capabilities.

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance. 

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance. 

Hi Senih, 

The screen recording limit there is essentially for some organizations to put a cap onto the amount of screen recordings happening at the same time, before the aggregate bandwidth overloads their IT network.

If you do not have such a concern, I would simply suggest that you set that limit to a very high number for your org such that it won't be reached practically.  By default, the max of that limit is 2000 but can be requested to go even higher via Genesys Care if you have a justification.

Just to answer the question at face value -- when that concurrent threshold is reached, subsequent interactions (when agent accepts the interaction) won't get screen recorded, until the count comes down from the threshold as existing screen recording sessions complete.

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance. 

Hi Daniel, thanks for the clarification. Our agents are using multiple screens and both are recorded, we are not clear is that counts one or two in the active screen counting?  

Hi Senih, 

The screen recording limit there is essentially for some organizations to put a cap onto the amount of screen recordings happening at the same time, before the aggregate bandwidth overloads their IT network.

If you do not have such a concern, I would simply suggest that you set that limit to a very high number for your org such that it won't be reached practically.  By default, the max of that limit is 2000 but can be requested to go even higher via Genesys Care if you have a justification.

Just to answer the question at face value -- when that concurrent threshold is reached, subsequent interactions (when agent accepts the interaction) won't get screen recorded, until the count comes down from the threshold as existing screen recording sessions complete.

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance. 

In Multi-monitor screen recording, we say that "Recording more than a single monitor counts as only one session toward the concurrent session limit."

Hi Daniel, thanks for the clarification. Our agents are using multiple screens and both are recorded, we are not clear is that counts one or two in the active screen counting?  

Hi Senih, 

The screen recording limit there is essentially for some organizations to put a cap onto the amount of screen recordings happening at the same time, before the aggregate bandwidth overloads their IT network.

If you do not have such a concern, I would simply suggest that you set that limit to a very high number for your org such that it won't be reached practically.  By default, the max of that limit is 2000 but can be requested to go even higher via Genesys Care if you have a justification.

Just to answer the question at face value -- when that concurrent threshold is reached, subsequent interactions (when agent accepts the interaction) won't get screen recorded, until the count comes down from the threshold as existing screen recording sessions complete.

Does anyone know what happens once recording limit is reached?  no more recording for additional users beyond limit? any warning or alert indicates limit is reached?  thanks in advance.