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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?
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.
Steven - this documentation seems to state that it is not supported.
I believe this is the line you are looking at.
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!
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!
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.
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
If I am reading it correctly.......
Thank you Pete - I thought we had it installed in our VDI environment, but I will double-check. This documentation is helpful - thank you!
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!
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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