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Screen recording not capturing interactions through a Zoho widget

  • 1.  Screen recording not capturing interactions through a Zoho widget

    Posted 4 hours ago

    Hi everyone,

    I'm experiencing an issue with screen recording in Genesys Cloud.

    The users are already included in the screen recording policy, and the policy is correctly assigned to them. However, most of their interactions are not being captured in the screen recording.

    Most of these interactions take place through a Zoho widget embedded in Genesys Cloud. I'm wondering if this could be related to the fact that the interactions are being handled through the Zoho widget.

    Has anyone experienced a similar issue or knows if there are any specific configuration requirements or limitations when using screen recording with a Zoho widget?

    Any guidance or recommendations would be greatly appreciated.

    Thanks!


    #Unsure/Other

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    Antonio
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