we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

Hey Sardar, 

A few things I would check - 

• Do they have the right permissions
• Are they using the client or through a browser
  • If through a browser, is the Genesys Cloud Background Assistant installed on the EU machine? (https://help.mypurecloud.com/articles/genesys-cloud-background-assistant-gcba-overview/
• Is the screen recording policy set up correctly (Eg, what filters do you have - Are all an agent's inbound calls recording but not their outbound?)
• Is the policy set up for all media types you want to screen record?

Hope this helps!

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

We ran into an issue with a customer recently where Screen Recording more or less stopped.

Turns out that if you use GCBA with a Web Proxy, strange things happen! (Not supported).

Might be worth checking.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 10-09-2023 16:04
From: Sardar Mohammed
Subject: Screen Recordings isnt working

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

#QualityManagement

------------------------------
Sardar Mohammed

------------------------------

For what it's worth, we currently use GCBA for our full web version users as well as our Salesforce Embedded Client users. We have a Case open with Support for screen capture not consistently working for all users within the Embedded Client, but working consistently within the full web version. We've run back to back tests on the same device using both interfaces and collected logs for Genesys Support to see the inconsistent behavior. The issue with the embedded client occurs in all browsers as well.

Speaking strictly in our case, I'd think if proxies were the problem, 1) we should consistently have the issue for all embedded client users, and 2) we'd have the same issue with the embedded client as we are with the full web or desktop version. I reserve the right to be wrong though :)

#ScreenRecording

#GCBA

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-10-2023 10:09
From: Paul Simpson
Subject: Screen Recordings isnt working

We ran into an issue with a customer recently where Screen Recording more or less stopped.

Turns out that if you use GCBA with a Web Proxy, strange things happen! (Not supported).

Might be worth checking.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 10-09-2023 16:04
From: Sardar Mohammed
Subject: Screen Recordings isnt working

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

#QualityManagement

------------------------------
Sardar Mohammed

------------------------------

Quick update:

• Genesys Support shared that in some cases they have seen where issues occur when a full uninstall followed by a full reinstall has caused issues due to permissions not being set or something on install. As such, they are recommending we strongly consider including full uninstall/reinstall in our automated deployment steps. I asked they consider documenting this in the GCBA install steps and FAQs.

• Whenever an interaction is transferred by merging two separately initiated (not a consult or blind transfer) calls in the embedded client, the audio for the screen recording will no longer be associated with the initial interaction (i.e. it will have screen recording, but no audio) given it essentially creates two separate legs/interactions when doing so. Instead the audio will be transferred along with the call to the NEW interaction. Furthermore, we are seeing that when that happens, the screen recording associated with the new interaction has a blank screen for the portion that was associated with the initial interaction. In other words, things get VERY BROKEN when interactions are transferred that way. Genesys Support has stated "this is working as designed--so please transfer via a consult/blind transfer in order to keep the enter interaction intact." The problem we have with this "workaround" is doing so removes our ability to dial out on behalf of a queue if we do a consult/blind transfer. There's got to be a more graceful way of keeping the screens and audio together, or at least placing a "Related Recordings" attribute on the initial interaction (new Conversation ID or link to it) along with a disclaimer that states "Because of how you have transferred your call, the audio for this initial interaction has moved to this transferred interaction, but the screen capture has not and will be blank on that new interaction. Try a consult transfer next time instead." We have also asked that Genesys consider documenting this behavior in the GCBA FAQs.

For what it's worth, we currently use GCBA for our full web version users as well as our Salesforce Embedded Client users. We have a Case open with Support for screen capture not consistently working for all users within the Embedded Client, but working consistently within the full web version. We've run back to back tests on the same device using both interfaces and collected logs for Genesys Support to see the inconsistent behavior. The issue with the embedded client occurs in all browsers as well.

Speaking strictly in our case, I'd think if proxies were the problem, 1) we should consistently have the issue for all embedded client users, and 2) we'd have the same issue with the embedded client as we are with the full web or desktop version. I reserve the right to be wrong though :)

#ScreenRecording

#GCBA

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-10-2023 10:09
From: Paul Simpson
Subject: Screen Recordings isnt working

We ran into an issue with a customer recently where Screen Recording more or less stopped.

Turns out that if you use GCBA with a Web Proxy, strange things happen! (Not supported).

Might be worth checking.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 10-09-2023 16:04
From: Sardar Mohammed
Subject: Screen Recordings isnt working

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

#QualityManagement

------------------------------
Sardar Mohammed

------------------------------

Hi Brian, 

We are running into the same issues with the disassociation of audio and screen recording a lot as well. Our Quality and Supervisor teams often ask me as the cloud administrator of our org to help them find the audio recordings that go with their screen recordings. Since I have access to our Genesys analytics through Snowflake and some SQL writing experience, I was able to write some code to tie them together and was just going to publish a tableau dashboard that allowed them to search and find it without having to ask me. But it seems as soon as I get the query working well the digital footprint I was using to link the interactions changes consequently breaking my solution. I will post SQL code to the developer forum if I am able to establish it with consistency as I did previously. 

Quick update:

• Genesys Support shared that in some cases they have seen where issues occur when a full uninstall followed by a full reinstall has caused issues due to permissions not being set or something on install. As such, they are recommending we strongly consider including full uninstall/reinstall in our automated deployment steps. I asked they consider documenting this in the GCBA install steps and FAQs.

• Whenever an interaction is transferred by merging two separately initiated (not a consult or blind transfer) calls in the embedded client, the audio for the screen recording will no longer be associated with the initial interaction (i.e. it will have screen recording, but no audio) given it essentially creates two separate legs/interactions when doing so. Instead the audio will be transferred along with the call to the NEW interaction. Furthermore, we are seeing that when that happens, the screen recording associated with the new interaction has a blank screen for the portion that was associated with the initial interaction. In other words, things get VERY BROKEN when interactions are transferred that way. Genesys Support has stated "this is working as designed--so please transfer via a consult/blind transfer in order to keep the enter interaction intact." The problem we have with this "workaround" is doing so removes our ability to dial out on behalf of a queue if we do a consult/blind transfer. There's got to be a more graceful way of keeping the screens and audio together, or at least placing a "Related Recordings" attribute on the initial interaction (new Conversation ID or link to it) along with a disclaimer that states "Because of how you have transferred your call, the audio for this initial interaction has moved to this transferred interaction, but the screen capture has not and will be blank on that new interaction. Try a consult transfer next time instead." We have also asked that Genesys consider documenting this behavior in the GCBA FAQs.

For what it's worth, we currently use GCBA for our full web version users as well as our Salesforce Embedded Client users. We have a Case open with Support for screen capture not consistently working for all users within the Embedded Client, but working consistently within the full web version. We've run back to back tests on the same device using both interfaces and collected logs for Genesys Support to see the inconsistent behavior. The issue with the embedded client occurs in all browsers as well.

Speaking strictly in our case, I'd think if proxies were the problem, 1) we should consistently have the issue for all embedded client users, and 2) we'd have the same issue with the embedded client as we are with the full web or desktop version. I reserve the right to be wrong though :)

#ScreenRecording

#GCBA

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-10-2023 10:09
From: Paul Simpson
Subject: Screen Recordings isnt working

We ran into an issue with a customer recently where Screen Recording more or less stopped.

Turns out that if you use GCBA with a Web Proxy, strange things happen! (Not supported).

Might be worth checking.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 10-09-2023 16:04
From: Sardar Mohammed
Subject: Screen Recordings isnt working

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

#QualityManagement

------------------------------
Sardar Mohammed

------------------------------

Hi Brian, 

We are running into the same issues with the disassociation of audio and screen recording a lot as well. Our Quality and Supervisor teams often ask me as the cloud administrator of our org to help them find the audio recordings that go with their screen recordings. Since I have access to our Genesys analytics through Snowflake and some SQL writing experience, I was able to write some code to tie them together and was just going to publish a tableau dashboard that allowed them to search and find it without having to ask me. But it seems as soon as I get the query working well the digital footprint I was using to link the interactions changes consequently breaking my solution. I will post SQL code to the developer forum if I am able to establish it with consistency as I did previously. 

Quick update:

• Genesys Support shared that in some cases they have seen where issues occur when a full uninstall followed by a full reinstall has caused issues due to permissions not being set or something on install. As such, they are recommending we strongly consider including full uninstall/reinstall in our automated deployment steps. I asked they consider documenting this in the GCBA install steps and FAQs.

• Whenever an interaction is transferred by merging two separately initiated (not a consult or blind transfer) calls in the embedded client, the audio for the screen recording will no longer be associated with the initial interaction (i.e. it will have screen recording, but no audio) given it essentially creates two separate legs/interactions when doing so. Instead the audio will be transferred along with the call to the NEW interaction. Furthermore, we are seeing that when that happens, the screen recording associated with the new interaction has a blank screen for the portion that was associated with the initial interaction. In other words, things get VERY BROKEN when interactions are transferred that way. Genesys Support has stated "this is working as designed--so please transfer via a consult/blind transfer in order to keep the enter interaction intact." The problem we have with this "workaround" is doing so removes our ability to dial out on behalf of a queue if we do a consult/blind transfer. There's got to be a more graceful way of keeping the screens and audio together, or at least placing a "Related Recordings" attribute on the initial interaction (new Conversation ID or link to it) along with a disclaimer that states "Because of how you have transferred your call, the audio for this initial interaction has moved to this transferred interaction, but the screen capture has not and will be blank on that new interaction. Try a consult transfer next time instead." We have also asked that Genesys consider documenting this behavior in the GCBA FAQs.

For what it's worth, we currently use GCBA for our full web version users as well as our Salesforce Embedded Client users. We have a Case open with Support for screen capture not consistently working for all users within the Embedded Client, but working consistently within the full web version. We've run back to back tests on the same device using both interfaces and collected logs for Genesys Support to see the inconsistent behavior. The issue with the embedded client occurs in all browsers as well.

Speaking strictly in our case, I'd think if proxies were the problem, 1) we should consistently have the issue for all embedded client users, and 2) we'd have the same issue with the embedded client as we are with the full web or desktop version. I reserve the right to be wrong though :)

#ScreenRecording

#GCBA

------------------------------
Brian T. Jones | Ascension | Senior Specialist - Technology

Original Message:
Sent: 10-10-2023 10:09
From: Paul Simpson
Subject: Screen Recordings isnt working

We ran into an issue with a customer recently where Screen Recording more or less stopped.

Turns out that if you use GCBA with a Web Proxy, strange things happen! (Not supported).

Might be worth checking.

------------------------------
Paul Simpson
Eventus Solutions Group

Original Message:
Sent: 10-09-2023 16:04
From: Sardar Mohammed
Subject: Screen Recordings isnt working

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks  

#QualityManagement

------------------------------
Sardar Mohammed

------------------------------

we move to prod few months and all this time we never had issues but lately screen recording isnt working for few agents sometimes. 

IT team confirmed screen recording ports are open and allowed by the firewall. can anyone help me with troubleshooting steps? 

Thanks