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  • 1.  Screen Recording Two Monitors

    Posted 01-28-2019 16:36
    No replies, thread closed.
    We are looking at implementing screen recording during interactions. It looks like it is only capturing one monitor. Is there a way to capture the second monitor?
    #QualityManagement

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    Patrick Orsborn
    Blucora, Inc.
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  • 2.  RE: Screen Recording Two Monitors
    Best Answer

    Posted 01-29-2019 09:32
    No replies, thread closed.
    No, it can only record the Agent's primary monitor.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Screen Recording Two Monitors

    Posted 01-29-2019 10:47
    No replies, thread closed.
    @Lesley Vereen is this still in the works?​

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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    Original Message


  • 4.  RE: Screen Recording Two Monitors

    Posted 03-05-2019 10:36
    No replies, thread closed.
    When we implemented screen recording - the intent was that screen recording would capture all monitors in use by the agent.  Basically - changes made by Chromium resulted in this not working.  We do plan to address this critical need but I don't have a timeframe to provide at this time.  If you have not done so already please add your vote and any comments to the ideas portal here  https://genesys.ideas.aha.io/ideas/CLWFO-I-64

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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
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    Original Message


  • 5.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 10:15
    Edited by Alex Walters 04-28-2020 10:15
    No replies, thread closed.
    Hi @Lesley Vereen, 

    I hope you're doing well, and appreciate your help! I'm a bit newer here, so please bear with me. I know this thread is older, but does your team have a timeline in place for when this would be fixed? If not, what do you think of ​the following:

    1. You mentioned Chrome impacted the design. While I think we'll stick with Chrome, has PC been able to record more than one monitor on Firefox?
    2. I was looking in the AppFoundry but didn't see a great, limited fit when searching for a 3rd party recording service specifically for this. Do you have any that would be recommended?

    Thank you for your help!

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    Alex Walters
    Affirm
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    Original Message


  • 6.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 10:38
    No replies, thread closed.
    Hi Alex,

    Screen recording is currently only available with the Desktop app, which is chromium based. That is where the limitation lies, since chromium introduced changes that prevent access to multiple screens.

    They are redesigning how screen recording will work and the last update I saw, said that they are looking at the end of Q2 for beta or possibly Q3 and hopefully a Q3 release.

    Here is the idea in the ideas lab:
    https://purecloud.ideas.aha.io/ideas/CLWFO-I-64

    Thanks,

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 7.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 11:23
    Edited by Alex Walters 04-28-2020 11:26
    No replies, thread closed.
    Thank you! And I might not be searching in the correct way, but is there a list of 3rd party screen-recording applications that can be integrated? 

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    Alex Walters
    Affirm
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    Original Message


  • 8.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 11:34
    No replies, thread closed.
    I am not aware of any 3rd party screen recording applications that integrate with PureCloud/Genesys Cloud. I don't see any in the AppFoundry and doubt there are any.

    If your org cannot use the Desktop app, there is another idea related to enabling screen recording for the browser version. It likely won't be available until after the multiple screen recordings and may eventually support that as well.
    https://purecloud.ideas.aha.io/ideas/CLWFO-I-54

    Thanks,

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    Daniel McLeod
    Qsect LLC
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    Original Message


  • 9.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 11:46
    No replies, thread closed.
    Thank you for all of your help! I'll continue to familiarize myself with the site. This has been very helpful in showing different aspects.

    Best,

    --
    Alex Walters  |  Operations Specialist  |  30 Isabella St. 4th Floor Pittsburgh, PA 15212  



    Original Message


  • 10.  RE: Screen Recording Two Monitors

    Posted 04-28-2020 13:33
    No replies, thread closed.
    @Daniel McLeod Correct on both items - thanks for answering those questions!  Screen recording with browser will be a future feature - no timeline for that at this point. ​

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    Lesley Vereen
    Sr Product Manager - PureCloud
    Genesys
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    Original Message


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