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  • 1.  Screen/Audio Recording issue

    Posted 10-03-2024 15:14
    No replies, thread closed.

    Hello! 

    Is anyone else noticing problems with their screen recording playback. Starting a month back or so we noticed that many of our call screen recordings are not opening (they will just keep spinning), for some of them screen Recordings will not start in the middle - if i click anywhere on the screen recording timeline it will just start all over again. Thirdly, we have noticed that sentiment markers are also missing from the audio recording timeline and we wont be able to drag/drop to listen from a particular position in audio recording. 

    Was just wondering is this is happening just to us or is there someone else facing this? 

    Note: We have added all the newly release IP Addresses to our network. Support Cases have been raised with genesys but not a satisfactory responses from them as well. 

    Appreciate any help/insight from anyone on this! 


    #QualityManagement

    ------------------------------
    Thanks!
    Suyog
    ------------------------------


  • 2.  RE: Screen/Audio Recording issue

    Posted 10-04-2024 08:57
    No replies, thread closed.

    Hello Suyog, 

    Apologizes that you are having issues with Screen recordings. It sounds like you have taken the right path and opened a case with customer care as they can take a look to see whats going on under the hood with console and network logging. Can you provide the support case you have opened? 

    Cheers,



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: Screen/Audio Recording issue

    Posted 10-04-2024 09:50
    No replies, thread closed.

    Hi Cameron, 

    Thanks for paying attention to our situation. Here is the case number -  Case #0003556028 



    ------------------------------
    suyog gupta
    Health Alliance Plan
    ------------------------------

    Original Message


  • 4.  RE: Screen/Audio Recording issue
    Best Answer

    Posted 10-04-2024 11:21
    No replies, thread closed.

    Hello Suyog, 

    Thank you for the case number. I have poked customer care to take another look and someone should be with you shortly. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: Screen/Audio Recording issue

    Posted 10-04-2024 13:38
    No replies, thread closed.

    Thank you Cameron. Appreciate the support! 



    ------------------------------
    suyog gupta
    Health Alliance Plan
    ------------------------------

    Original Message


  • 6.  RE: Screen/Audio Recording issue

    Posted 11-20-2024 17:18
    No replies, thread closed.

    Suyog,

    Were you ever able to find a solution to this issue? We had this issue start around the same time and has not gone away. 



    ------------------------------
    Matthew Pleus
    Engineer
    ------------------------------

    Original Message


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