Deploy Genesys Cloud Background Assistant (GCBA)

  Feature coming soon

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

  1. Access the Genesys Cloud Background Assistant (GCBA) installable:
    https://apps.mypurecloud.com/background-assistant-windows/
    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 is complete, the Genesys Cloud Background Assistant service can be seen running in the services window.
  4. Open the Administrative Tools.
  5. Select Services.
    Note: The Genesys Cloud Background Assistant service is also listed in Control Panel > Program and Features.

    Genesys Cloud Background Assistant is installed 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 the GCBA setup file was saved.
    3. Type the following command: <GenesysCloudBackgroundAssistantSetup exe name> -install /quiet.

    1. Open the 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 the GCBA setup file was saved.

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

    Locate the GCBA version in one of the following locations:

    GCBA cannot be automatically updated. You must use a third party tool to check the appcast XML file to notify you when an updated GCBA release version is available.

    The latest released version can be found in https://apps.mypurecloud.com/background-assistant-windows/appcast.xml.

    Once the updated GCBA version is downloaded, run the setup to install the new GCBA version.

    This process will uninstall the older version and install the new.

    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 starts running 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.

    The GCBA log file can be found in C:\Program Files (x86)\Genesys\GenesysCloudBackgroundAssistant\logs\background-assistant.log.