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Screen Recordings

  • 1.  Screen Recordings

    Posted 17 days 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 17 days 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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  • 3.  RE: Screen Recordings

    Posted 16 days ago

    We have also been seeing this issue sporadically for the last 2 weeks. We are US West and nothing has changed in our hardware situation. It is sporadic and not always affecting the same agents. Agents are using multiple screens but the multiple screens were in place previous to this and had not seen this issue before. Is there some change in the network requirements since then? 



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    Taylor
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    Original Message


  • 4.  RE: Screen Recordings

    Posted 17 days ago

    We are experiencing the same thing. The agents network seems fine from what we see in our monitoring tools. We didnt see this prior to GCBA 1.7.468.



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    Edward
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  • 5.  RE: Screen Recordings

    Posted 17 days ago
    Edited by Matt Tucker 17 days ago

    We too have been experiencing this for the last couple of weeks.  It's few and far between, but our evaluators point them out to us when they come across them.  Our agents are contained in non persistent instant clones.  Utilizing the app for screen recording (GCBA is not installed).  Speed and vdi resources are not an issue.  We first started noticing it when the Screen Live Monitoring was introduced; however none of the examples were live monitored.  



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    Matt
    IT
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    Original Message


  • 6.  RE: Screen Recordings

    Posted 17 days ago

    We started experiencing a similar issue as well. GCBA is being used in the environment, and this appears to have started last week.



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    Prashanth

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  • 7.  RE: Screen Recordings

    Posted 16 days ago

    We are experiencing something similar. Call recordings start out ok and then the screen recording gets progressively worse. 

    I'm seeing it both with agents using only the laptop screen and those that have additional free-standing monitor(s)

    For our project, it started about a week ago. We are in the FedRAMP region.



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    Roberta Wermer
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  • 8.  RE: Screen Recordings

    Posted 16 days ago

    This issue was reported to us last week. Users are on two screens and only one screen gets pixelated. Not all recordings are like this, very random. We are on the US West region.



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    Javier
    VoIP Engineer
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  • 9.  RE: Screen Recordings

    Posted 16 days ago

    Hello everyone,

    I just wanted to send a follow up message. I investigate this a bit further and I do see some mentions of blurry screen recordings happening recently. I'm still looking into commonalities between the opened cases but our Dev team is currently looking into it. If you have a case opened with Product Support, please feel free to share your case number with me so I can monitor the issue internally.

    I will share any information on a work around or an update from the Dev team when I have that information.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 10.  RE: Screen Recordings

    Posted 16 days ago

    I got word that this is a bug from Genesys. They are working on a fix. 



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    Edward
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    Original Message


  • 11.  RE: Screen Recordings

    Posted 16 days ago

    Hi all,

    Our engineering team has identified the issue which is at our server-side, and a fix is starting to be deployed across various regions.

    The issue only occurs when there are network issues where video RTP repair packets are being sent to our media servers.  Screen recording sessions that do not have network issues are not affected.

    Because the defect is at the server-side, there is no need for organizations to uptake newer versions of GCBA or Genesys Cloud Desktop App to receive the fix.

    So all in all, please sit tight -- the fix is coming very shortly, and it requires no action on your part.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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  • 12.  RE: Screen Recordings

    Posted 15 days ago

    Thanks Daniel, team - Just curious any tentative date for the fix is coming very shortly? 



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    Raja Sridhar Nagella
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    Original Message


  • 13.  RE: Screen Recordings

    Posted 15 days ago

    Could you please let us know when this is deployed in FedRAMP?  Thank you



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    Judy
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    Original Message


  • 14.  RE: Screen Recordings

    Posted 15 days ago

    If they follow the normal deployment path. Me in USWest will be last.  :(



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    Edward
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    Original Message


  • 15.  RE: Screen Recordings

    Posted 14 days ago

    Hi Daniel, thanks for the update. Is this fix will only handle the new recordings quality or existing "bad" recordings playback too?   And any update regarding timing of the fix deployment, is it going to be part of a regular release announcment ?  thanks in advance.  



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    Senih
    Senior Technical Specialist
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    Original Message


  • 16.  RE: Screen Recordings

    Posted 11 days ago

    Hello Daniel.  I am supporting a customer that is having this issue.  How do I get notified when this is fixed?



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    David
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    Original Message


  • 17.  RE: Screen Recordings

    Posted 11 days ago
    Edited by Amarnath Tiwary 11 days ago

    Thanks Daniel and Team.

    Were any recordings during the affected window permanently corrupted or lost, or is the impact limited to real-time playback/quality during the network issue itself?



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    Amarnath
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    Original Message


  • 18.  RE: Screen Recordings

    Posted 11 days ago

    Hi Daniel,

    How can we identify, from our side, which of our past screen recording sessions were affected by this issue (e.g., via session logs or specific error codes)?



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    Amarnath
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    Original Message


  • 19.  RE: Screen Recordings
    Best Answer

    Posted 9 days ago

    Thanks for everyone's patience. The fix has been rolled out in all regions.

    To answer some of the questions -- because the issue happened at capture time of the recording, the fix is not able to fix any already impacted recordings.  That is, the fix is only impacting recordings captured after the rollout.  There is no known way to identify previously impacted recordings that is based on logs available to org administrators.



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    Director, Product Management – Recording and Real-time Supervision
    Workforce Engagement Management (WEM)
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