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Daniel Ho

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Prepare for Upcoming Screen Recording Access Control Improvements

Posted By Daniel Ho 04-04-2026 00:00
Found In Egroup: Workforce Engagement Management \ view thread
Hi all, In the week of April 20th, we are excited to be providing the ability to add permission conditions to control access of screen recordings. This improvement will allow you to consistently apply the same access control to both interactions recordings and to screen recordings in your organization. ...

RE: Genesys Cloud Background assistant in a shared Windows environment

Posted By Daniel Ho 02-18-2026 00:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Scott, GCBA should be installed at the system level. In terms of runtime, you should notice that there are 2 processes -- GcbaMain and GcbaBrowser. GcbaMain runs as a system service. When a user is logged on (into Genesys Cloud web app), it will create the GcbaBrowser process in the current user's ...

RE: Policy setup to comply to certification

Posted By Daniel Ho 02-02-2026 12:17
Found In Egroup: Workforce Engagement Management \ view thread
Hi Arjan, If you have a hard requirement of setting recordings retention to 1 day, you will probably need to create (ad-hoc) evaluations by yourself by randomly picking from today's interactions, as opposed to relying on QM policy to choose & generate them for you. And when you have created one, at ...

RE: screen recording limit

Posted By Daniel Ho 01-19-2026 15:46
Found In Egroup: Genesys Cloud - Main \ view thread
In Multi-monitor screen recording, we say that "Recording more than a single monitor counts as only one session toward the concurrent session limit." ------------------------------ Director, Product Management – Recording and Real-time Supervision Workforce Engagement Management (WEM) ------------ ...

RE: screen recording limit

Posted By Daniel Ho 01-16-2026 16:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Senih, The screen recording limit there is essentially for some organizations to put a cap onto the amount of screen recordings happening at the same time, before the aggregate bandwidth overloads their IT network. If you do not have such a concern, I would simply suggest that you set that limit ...

RE: Edge 143 Breaking GCBA Screen Recording? Here's the Fix (Local Network Access Registry Keys)

Posted By Daniel Ho 01-05-2026 11:50
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for sharing, Chris. Just to tie this to a couple of related threads in the Community: https://community.genesys.com/discussion/screen-recording-with-genesys-cloud-through-a-web-browser-action-needed-for-upcoming-browser-updates https://community.genesys.com/discussion/action-needed-to-re ...

RE: Access to recording when it is deleted by policy after call disconnected

Posted By Daniel Ho 12-22-2025 09:56
Found In Egroup: Genesys Cloud - Main \ view thread
Adding to Jason's reply, the captured call recording before the interaction completes is never made available to anyone until it has indeed passed through QM policy that has resulted in retention, at the end of the interaction. ------------------------------ Director, Product Management – Recording ...

RE: Efficient Retrieval of Daily CDR and Recording Metadata for 200K+ Conversations Using Genesys Cloud APIs

Posted By Daniel Ho 09-12-2025 13:49
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Other than the aforementioned S3 integration, I have no other alternatives to offer if you are looking for recording-specific metadata. ------------------------------ Director, Product Management – Recording and Real-time Supervision Workforce Engagement Management (WEM) -------------------- ...

RE: Evaluation/Quality Policy: Why is my quality policy not working?

Posted By Daniel Ho 09-10-2025 13:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi Shelby, Some of the allocation logic can get hairy, but for starters, I just want to make sure that you are aware that https://help.mypurecloud.com/articles/create-evaluations-per-agent-overview/ has an explanation of the quarks of evaluation assignment. ------------------------------ Director, ...

RE: Efficient Retrieval of Daily CDR and Recording Metadata for 200K+ Conversations Using Genesys Cloud APIs

Posted By Daniel Ho 09-10-2025 13:27
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Vikas, In general we don't recommend calling the individual API iteratively for sweeping through all recordings in the system. I can think of a couple of things: There is the recording bulk action API that will export recordings -- including both the recording asset and the metadata ...

RE: Beta: Policy Based Station-Side Call Recording

Posted By Daniel Ho 07-03-2025 12:00
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
The release is officially approved! Starting on July 7th, station-side recording will become generally available across regions according to Genesys Cloud Release Schedule. ------------------------------ Director, Product Management – Recording and Real-time Supervision Workforce Engagement Management ...

RE: allow supervisors the ability to pause live recordings

Posted By Daniel Ho 06-27-2025 10:56
Found In Egroup: Genesys Cloud - Main \ view thread
While there is no out-of-the-box UI support for this particular use case, there is an API to issue Secure Pause on any conversations with a specific permission -- Conversation > Recording > PauseOthers -- without being a participant in the call. ------------------------------ Director, Product ...

RE: Beta: Policy Based Station-Side Call Recording

Posted By Daniel Ho 06-09-2025 18:00
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi all, We need to push back GA target for 2 weeks to July 7. Some of the internal dependencies required more time to deploy the changes necessary for ad-hoc recording fix. The beta program will extend until then. ------------------------------ Director, Product Management – Recording and ...

RE: Genesys Cloud Background Assistant - for Screen Recording interactions. (GCBA)

Posted By Daniel Ho 06-06-2025 11:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Diane, https://help.mypurecloud.com/articles/genesys-cloud-requirements/ has the minimum specs but the article does recommend going higher than that for enabling screen recording, particularly when multiple monitors are used. The maximum is on active concurrent screen recording sessions. ...

RE: Beta: Policy Based Station-Side Call Recording

Posted By Daniel Ho 05-15-2025 01:32
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi all, I would like to provide the latest update -- we are pushing back GA target for 4 weeks to June 23. This is due to another incremental defect introduced as we are fixing for ad-hoc recordings as previously mentioned. The beta program will extend until then. ------------------------------ ...

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Daniel Ho 05-01-2025 18:54
Found In Egroup: Genesys Cloud - Main \ view thread
Devil is in the details as always, but based on your description, I believe that your QM policies in place today will work the way you wanted it to be when it comes time to enable station-side recording for your IT Service Desk agents. And since you are able to articulate your call scenarios pretty clearly, ...

RE: Beta: Policy Based Station-Side Call Recording

Posted By Daniel Ho 05-01-2025 15:51
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi Shane -- I made my recommendation for you at your main community post. We can continue our discussion from there. ------------------------------ Director, Product Management – Recording and Real-time Supervision Workforce Engagement Management (WEM) ------------------------------

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Daniel Ho 05-01-2025 15:48
Found In Egroup: Genesys Cloud - Main \ view thread
My recommendation would be to leverage the upcoming capability of station-side recording to capture recordings for these IT Service Desk calls -- that is in fact one of the targeted use cases we would like to solve through station-side recordings. "Tromboning" these calls to capture them through external ...

RE: Beta: Policy Based Station-Side Call Recording

Posted By Daniel Ho 04-25-2025 12:12
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi all, I would like to provide the latest update as we arrive at the final stretch. We updated our GA target to May 26, pushing back 2 weeks. This is due to an incremental defect introduced as we are fixing for ad-hoc recordings as previously mentioned. The beta program will extend until then. ...

RE: Recording Segment Permission

Posted By Daniel Ho 04-21-2025 16:31
Found In Egroup: Genesys Cloud - Main \ view thread
If you are looking for access control at the Recording Segment level, the user (supervisor) cannot have Recording > Recording > View permission, because it grants ALL recording content for the interaction it is privileged. You must instead be only using Recording > RecordingSegment > View with the appropriate ...