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Screen Recordings in VDI

  • 1.  Screen Recordings in VDI

    Posted 09-21-2023 12:22

    Currently, screen recordings in a VDI environment are supported by using the Background Assistant by using the Genesys client application, but are not supported when using Genesys Cloud in a web browser.  Does anyone know if screen recordings will be supported in a VDI environment in a web browser anytime soon?  Is that on a roadmap anywhere?


    #ArchitectureandDesign
    #PlatformAdministration
    #QualityManagement
    #SystemAdministration
    #Telephony

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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 2.  RE: Screen Recordings in VDI

    Posted 09-22-2023 08:35

    Hi Josh,

    I find your initial statement a little confusing. "using the Background Assistant (GCBA)by using the Genesys client application, but are not supported when using Genesys Cloud in a web browser". The Background Assistant is specifically designed to only work with the web browser. The desktop client uses it's only native install to manage screen recordings. 
    As for the VDI, it depends on where the agent logs into Genesys Cloud. If they login to GCloud on a browser in the VDI, then you need to install the GCBA in the VDI. It must be a windows VDI. Even if you use the Media Helper Login outside the VDI on the local machine. 

    If you login to the Web Browser on the local machine and install GCBA, then when the agent pulls up the VDI to do their work it should still record the screen as it's part of the environment.



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    Steve Alix
    EDCi
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  • 3.  RE: Screen Recordings in VDI

    Posted 09-22-2023 12:15

    Steven - this documentation seems to state that it is not supported.

    https://help.mypurecloud.com/articles/genesys-cloud-background-assistant-gcba-overview/



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 4.  RE: Screen Recordings in VDI

    Posted 09-22-2023 12:20

    I believe this is the line you are looking at.

    • Screen recording is unsupported when you run Genesys Cloud Background Assistant in a user's desktop while using Genesys Cloud in a web browser that is in a Virtual Desktop Infrastructure (VDI) environment.

    What this means is you cannot run the GCBA on the local machine while running GCloud in the VDI. You need to login to the Web browser and have GCBA both running within the VDI.

    Hope this helps!



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    Steve Alix
    EDCi
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  • 5.  RE: Screen Recordings in VDI

    Posted 09-22-2023 13:56

    That is correct - I was reading right over the top of that, thank you!  I thought we had GCBA installed within the VM, but maybe I'm mis-understanding the VDI team.  I will double-check.  Thanks again!



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 6.  RE: Screen Recordings in VDI

    Posted 09-22-2023 14:01

    Make sure you have your recording policy configured. GCBA is only the capturing agent, the policy is what makes it visible to you and follows your retention period.



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    Steve Alix
    EDCi
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  • 7.  RE: Screen Recordings in VDI

    Posted 09-22-2023 11:17

    Josh,

    If you are asking if Screen Recording works using GCcx in a web browser withIN a VDI.  This documentation indicates it is available now, using GCBA in the VDI

    https://help.mypurecloud.com/faqs/why-wouldnt-gcba-support-vdi-environments/


    If I am reading it correctly.......



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    Pete Schroeder
    HMC3 LLC
    Senior Contact Center Engineer
    pete.schroeder@hmcthree.com
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  • 8.  RE: Screen Recordings in VDI

    Posted 09-22-2023 12:32

    Thank you Pete - I thought we had it installed in our VDI environment, but I will double-check.  This documentation is helpful - thank you!



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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  • 9.  RE: Screen Recordings in VDI

    Posted 09-22-2023 11:31

    Just a quick heads-up...

    We had a recent issue with GCBA and (eventually) were advised that it doesn't support the use of Web Proxies, so if your VDI utilizes a Proxy, you may have a problem.

    I have requested a link to the documentation that states this, and was sent the generic port info, which makes no mention of Proxies. As an aside, if anyone has seen definitive documentation from Genesys stating this, it would be most helpful!



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    Paul Simpson
    Eventus Solutions Group
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  • 10.  RE: Screen Recordings in VDI

    GENESYS
    Posted 09-22-2023 15:14

    We did have a brief statement on not supporting proxy on the note in: https://help.mypurecloud.com/faqs/when-working-with-genesys-cloud-background-assistant-gcba-do-i-need-to-enable-additional-ports-in-my-enterprise-firewall-or-vpn/



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    Daniel Ho
    Product Line Manager – Recording and Quality Management, Genesys Cloud
    Workforce Engagement Management (WEM)
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  • 11.  RE: Screen Recordings in VDI

    Posted 09-22-2023 18:09

    Thanks, Daniel!



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    Paul Simpson
    Eventus Solutions Group
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