Genesys Cloud - Main

We've had an issue for a small number of agents over the last few months. These users all have multiple monitors and one day, without any other issues or symptoms, the call recording has the screens playing sequentially instead of concurrently. 

That is, if an agent with two monitors is on a call that lasts about two and a half minutes; it will appear to have a five-minute screen recording. However, if you play the screen capture from the screen recoding UI (apps.use2.us-gov-pure.cloud/screen-recording-ui/#/interactions/[CallID]/screen-recordings), it does the full 2.5-minute call on one monitor, then starts over on the second monitor. 

The issue resolves for subsequent calls if the agent reboots their computer so I've assumed it is an issue with the screen recording software running on their machines. 

I have already reached out to our CSM and can open a support ticket; I'm just checking here too if anyone else using GCBA for screen recording is experiencing this bug.

------------------------------
Roberta Wermer
Infrastructure Engineer
------------------------------

Hello Roberta, 

Thank you for bring this to our attention. This does sound like an issue for product support as it should be playing them concurrently. The UI support team will need to look into logging of the interactions and your environment to check what is happening. 

Just a few notes before opening a case with product support. Please make sure you are currently using the latest GC app and try and gather as much info as you can to help the investigation. This includes interaction ids, screenshots, and if you can video recordings of the issue. 

Cheers, 

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------