Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Screen Recording

    NEW MEMBER
    Posted 06-29-2022 12:00
    Good morning,

    Is it still the case that the desktop version of PureCloud is required to enable screen recording? Our company has offices in varying states, however most agents work remote. VPN connection is required for one of the apps we use, however we don't use the desktop version of PureCloud. Does Genesys plan to incorporate screen recording for web users? Is there a known workaround in the interim?


    Thank you,


    #Implementation
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #QualityManagement
    #RemoteWorkEnablement
    #Reporting/Analytics
    #SystemAdministration

    ------------------------------
    Victoria Sopa
    Ultimus Fund Solutions, LLC
    ------------------------------


  • 2.  RE: Screen Recording

    GENESYS
    Posted 06-29-2022 15:18

    Not yet. An option is under development:

    https://genesyscloud.ideas.aha.io/ideas/WEM-I-410



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 3.  RE: Screen Recording

    Posted 06-29-2022 15:42
    Hi George, I seem to vaguely remember some talk also about that separate background installer potentially including media helper functionality.  Is that correct or did I completely mishear that (it wouldn't be the first time:) )

    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 4.  RE: Screen Recording

    GENESYS
    Posted 06-30-2022 13:58
    Researching…

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 5.  RE: Screen Recording

    GENESYS
    Posted 07-01-2022 13:00

    @Vaun McCarthy are you perhaps thinking of the Media Helper released on May 25 this year?

    https://help.mypurecloud.com/releasenote/may-25-2022/



    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------



  • 6.  RE: Screen Recording

    Posted 07-09-2022 02:27
    Hi Vaun,

    The enhancements you described were mentioned in the last roadmap session:

    Screen Recording for Browser Based Users

    A new installable will be delivered to allow administrators to configure Screen Recording for users who are not using the Genesys Cloud Client

    In subsequent features to come this installable will also support VDI for Screen Recording as well as the recently released WebRTC Helper capabilities









  • 7.  RE: Screen Recording

    Posted 07-09-2022 02:32
    Thanks Paulo, nice to know I hadn't entirely lost my mind this time :)

    ------------------------------
    Vaun McCarthy
    ------------------------------