Genesys Cloud - Main

Hi All

Has anyone come across the issue where a screen recording doesn't start or is not present of the user disconnects during the whisper playback.  The audio is there right up to the point of Client disconnect just no screen

Hello Andy

Is the agent using the genesys cloud app or answering the interactions directly from the browser?

------------------------------
Wagner Filho
Algar Tecnologia
------------------------------

They are on the Genesys Desktop browser, with Auto Answer and a persistent connection

Hello AndyIs the agent using the genesys cloud app or answering the interactions directly from the browser?

Hello, Andy, 

Okay, and has a policy been set? You can find more details on how to do this in the link below

https://help.mypurecloud.com/articles/create-recording-policy/

If you could, could you elaborate on the steps you've already taken?

Thank you.

Hello AndyIs the agent using the genesys cloud app or answering the interactions directly from the browser?

Policy and everything works, calls that have not been dropped during the whisper screen record, just the short ones don't get a screen recording

Hello AndyIs the agent using the genesys cloud app or answering the interactions directly from the browser?

I didn't find in the documentation the time discarded screen record.

I worked with other solutions (NICE, Verint, Aspect/Alvaria, Genesys Engage e etc...) and all have a minimum time interaction for don't discard screen records, for example, 15 seconds, 30 seconds...

I imagine that Genesys Cloud has it too. I recommend you consult Customer Care. If Genesys shares this information with you, share it with us... Thank you and good luck!!

Att,