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  • 1.  Screen Recordings

    Posted an hour ago

    Hello,

    Has anyone else experienced their screen recordings showing up blurry? Our agents state their screens look fine when they take the calls but when doing call scoring or trouble shooting, we have seen a few screens look blurry. I'm thinking it could be a network issue since this isn't showing up on all screen recordings and have only see this for a couple of agents. 


    #Reporting/Analytics
    #Other

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    Stephanie
    Patient Accounts Representative, Legal Correspondent
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  • 2.  RE: Screen Recordings

    Posted 48 minutes ago

    Hello Stephanie,

    The blurry screen recordings could be due to limited resources for the station that the agent is working at. For example, if the station does not have enough memory, or their network bandwidth is limited, Genesys Cloud will prioritize normal functionality over screen recording. 

    From How much bandwidth does screen recording or screen monitoring require?

    A single screen recording or screen monitoring typically requires 150-250 kbps. Screen resolution and the amount of on-screen movement affect the amount of bandwidth required.

    Each additional monitor may multiply the amount of bandwidth required. For example, 4 monitors could require 4 times as much bandwidth.

    When screen recording and screen monitoring happens to the same agent at the same time, each session consumes bandwidth independently, and therefore twice the bandwidth would be required in total.

    You may want to begin your investigate with the agent's station.



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    Jason Kleitz
    Online Community Manager/Moderator
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