Genesys Cloud - Main

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

We cannot figure this out. How do I contact Genesys Care?

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

We cannot figure this out. How do I contact Genesys Care?

------------------------------
Amber Krueger
Ultimus Fund Solutions, LLC

Original Message:
Sent: 07-11-2023 02:55
From: Daniel Ho
Subject: Screen Capture & Evaluations

If you are having the same QM policy that initiates screen recording AND generate evaluations, then all of the evals should have screen recording with them.  Please contact Genesys Care if you can't troubleshoot your way out.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 07-08-2023 22:32
From: Daniel Ho
Subject: Screen Capture & Evaluations

Hi Amber,

I'll try to ask some questions here to see if you can isolate the problem --

1. Can you confirm that the agents that are setup to being screen recorded by the policy, are indeed being screen recorded?
   • If not, confirm screen recording pre-requisite on the agent: i) having recording > screenrecording > participate permission, ii) using desktop app, or using browser with GCBA
2. Do you have other QM policy where you've enabled generating evaluations, but won't necessarily be triggering screen recording (i.e. Policy's Matching Criteria is different between screen recording vs evaluations)?

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 07-06-2023 13:12
From: Amber Krueger
Subject: Screen Capture & Evaluations

Hello - We just turned screen capture on as of 7/1/23, and we set the policies up to do screen capture with ACW. However, only 1 of the evaluations assigned via our policies so far has had the screen capture available. All of the rest are just voice. I have confirmed that the permissions are added correctly. Any idea why we are not getting screen capture present for all of our assigned evaluations and how to make that happen? We do 8 evals per month per agent, and we really want the screen capture for all of them. Thanks!

#QualityManagement
#SystemAdministration
#Unsure/Other

------------------------------
Amber Krueger
Ultimus Fund Solutions, LLC
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