Genesys Cloud - Main

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Thanks, Angel! We actually had that option automatically applied to all the agents PureCloud access with the Chrome browser.  We did confirm that is it currently running on her system but still having this issue. 

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hi Jessica, good morning.

Could you please collect the console and network logs? This might help identify the specific error and provide more clarity on what is happening.

In the meantime, it might be worth checking if an antivirus is scanning and blocking the connection. You could try adding the Genesys URL to your browser's trusted sites or its performance whitelist.

Best regards.

Thanks, Angel! We actually had that option automatically applied to all the agents PureCloud access with the Chrome browser.  We did confirm that is it currently running on her system but still having this issue. 

Hi Jessica,

I ran into a similar issue where screen recording wasn't working at all. In my case, it was caused by a Chrome update that restricted certain permissions. If I recall correctly, the setting that fixed it was enabling "Local Network Access."

You can find this option under the browser's Privacy and Security settings. It might be worth checking that permission to see if it resolves the issue for you.

Best regards,

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hi,

One thing that can cause this is if the agent's screen goes into screenlock - it will break the connection for screen recording without affecting the audio.

We have some random occurrences of screen rec going blank, and Genesys support have requested console & network logs from affected users so they can look into it further.

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica

Thank you, Raja for the information. I will pass this along to our internal team. Once we have any information on the why, I will be sure to update. 

Hi Jessica,

FYI. 

Screen recording would be stopped even if there is a small packet of data loss for a fraction of milliseconds. Once the connection is disconnected it does not re-establish. This is the reason screen recording is not available while the call was in progress for your interaction. Let's hear from Genesys Care team too. Please update here once you receive a response from care team. 

Hello!

We wanted to see if anyone else has experienced this issue and if so what was the root cause and the fix.

We are finding randomly or during our QA process that agents screen recordings are stopping in the middle of their calls. The agents do not seem to be having issues with connectivity as far as the internet because the calls are continuing. You can hear the audio of them typing or reading from the screens. The agents are not seeing any disruptions on their end during these calls. 

It does not always happen on all their calls in one day or it may happen today but not the day before. 

It does not appear to be a length of call issue because we have seen this happen on 2 min calls & 30 min calls.

All of these are happening in a Citrix environment & most are remote workers. We have checked the agents Citrix connectivity during the time frames of the issues and everything looks good. Internet speeds are checked but obviously not at the exact time of the incidents since we do not know there are issues until after the fact. 

Any assistance  would be appreciated.

Jessica