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

    Posted 2 days 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

    ------------------------------
    Antonio
    ------------------------------


  • 2.  RE: Screen recording not capturing interactions through a Zoho widget

    Posted 2 days ago

    Hi Antonio,

    In my view, you can try deploying Genesys Cloud Background Assistant (GCBA) for screen recording.

    Though as per resource center documentation on GCBA, it doesnt mention about Zoho as embedded client list but it mentions servicenow, salesforce, zendesk etc.
    Ref: Genesys Cloud Background Assistant (GCBA) overview - Genesys Cloud Resource Center

    Try if this works.
    Cheers,



    ------------------------------
    Piyush Banka
    ------------------------------



  • 3.  RE: Screen recording not capturing interactions through a Zoho widget

    Posted 2 days ago

    Hi Antonio,

    Genesys Cloud screen recording records the agent's desktop, not the Zoho application as a separate recording source.

    For browser-based Genesys Cloud, screen recording requires Genesys Cloud Background Assistant (GCBA); the user also needs the appropriate Recording > ScreenRecording > Participate permission. Screen recording overview - Genesys Cloud Resource Center

    To isolate the issue, take one affected agent and perform two test calls:

    Test Setup Expected
    A Agent handles call normally in Genesys Cloud, without using Zoho Screen recording should exist
    B Agent handles call while Zoho widget is open/used Check whether recording disappears

    If A records but B does not, then you have strong evidence that the Zoho/embedded-client implementation is involved.

    If both fail, don't focus on Zoho yet - investigate GCBA, policy, permissions, browser, network and recording configuration.

    In one of the community post it has been mentioned that  "it has become apparent that additional implementation steps are required for some embedded users."

    To enable screen recording via GCBA from the Embeddable Framework, you must update your implementation so that the required permissions are correctly passed from the host application to the embedded client iframe.

    Required Change
    Add the local-network-access permission to all iframes that encapsulate the Embeddable Framework.
     
    Example
     
    <iframe
      src="https://apps.mypurecloud.com/crm/index.html"
      allow="local-network-access *;">
    </iframe>
    So you can ask your Zoho/Genesys integration team:
    Is the Zoho widget using the Genesys Cloud Embeddable Framework or an iframe containing the Genesys Cloud client? If yes, this becomes a very strong avenue to investigate
    Try the above tests and let us know the outcome if it helps you.


    ------------------------------
    Akhil
    ------------------------------



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