Genesys Cloud Background Assistant installs a background service that starts automatically during installation and system restart.

  1. Access the Genesys Cloud Background Assistant (GCBA) installation.
    Note: Region-specific download pages are also available with the following URL patterns: https://apps.{domainName}/background-assistant-windows/ (for example https://apps.mypurecloud.ie/background-assistant-windows/)
  2. Click Download.
  3. Click Install. When the setup completes, the Genesys Cloud Background Assistant service runs in the services window.
  4. OpenAdministrative Tools.
  5. Select Services.
    Notes:

    Genesys Cloud Background Assistant installs in the Program Files directory in the Genesys/GenesysCloudBackgroundAssistant folder (for example, C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant).

    A silent installation does not require user prompts or UI.  

    1. Open the Command Prompt.
    2. Navigate to the directory in which you saved the GCBA setup file.
    3. Type the following command: <GenesysCloudBackgroundAssistantSetup exe name> -install /quiet.

    In Firefox, the option Allow Firefox to automatically trust third-party root certificates you install must be enabled. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

    1. Open Control Panel.
    2. Select Programs > Uninstall a program or Add or Remove Programs.
    3. Select GCBA from the list of programs and click Uninstall.

    1. Open the Command Prompt.
    2. Navigate to the directory in which you saved the GCBA setup file.

    Type the following command: <GenesysCloudBackgroundAssistantSetup exe name> -uninstall /quiet.

    Locate the GCBA version in one of the following locations:

    • Control Panel
    • GCBA services window > service description

    GCBA cannot automatically update. Use a third-party tool to check that the app cast XML file notifies of an updated GCBA release version.

    You can find the latest release in https://apps.mypurecloud.com/background-assistant-windows/appcast.xml.

    After you download the updated GCBA version, run the setup to install the new GCBA version. This process uninstalls the older version and installs the new one.

    Note: If you install GCBA while Firefox is running, you must restart Firefox for GCBA to work properly. For more information, see Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

    To perform the following actions, an agent must have a windows account with administrator rights.

    • Install / Uninstall GCBA
    • Start / Stop / Restart GCBA service
    • Kill any of the GcbaBrowser Processes

    Verify that agents do not have a windows account with administrator rights.

    By default, GCBA runs automatically when your computer starts. With administrative rights, you can stop or restart the GCBA service.

    1. Open Administrative Tools.
    2. Select Services.
    3. In Genesys Cloud Background Assistant, select to Stop, or Start Service.

    You can find the GCBA log file in C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log.