Thanks Daniel, for your response , when i open screen recording i didn't notice that under VIEW we have two agents screen recording to swape between them, that's why i though it might be an issue in screen recording with transferred agent.
not sure if we can post this as an idea to get both screen recording in one stream like Audio recording.
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Abdallah Soliman
Orange Business Services S.A.Senior Solution Consultant
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Original Message:
Sent: 08-09-2023 18:11
From: Daniel Ho
Subject: Screen Recording Stopped After Transfer to Queue
Let's try to isolate if this is a transfer-specific issue. Can you have the 2nd agent screen recorded in a simple ACD call, picking up from the same latter queue in your original test?
You should also review the exact matching criteria of your QM policies that have screen recording enabled, just to make sure you got the policies configured correctly.
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Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
Original Message:
Sent: 08-08-2023 04:52
From: Abdallah Soliman
Subject: Screen Recording Stopped After Transfer to Queue
Screen recording is not working when agent transfer the call to another Queue, so first agent has screen recording working but transferred agent not.
Current Setup:
1- policy created to enable Screen Recording for Queues
2- GCBA setup on Agents PC
3- Roles Assigned to permit Screen Recording
#QualityManagement
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Abdallah Soliman
Orange Business Services S.A.Senior Solution Consultant
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