Multi-monitor screen recording


Prerequisites
  • Screen recording policy
  • Genesys Cloud desktop app

Note: This feature is not supported on Windows 7.

Contact center managers and supervisors can record up to four monitors with 4k resolution during an ACD interaction.

Recordings

Genesys Cloud records each monitor as an individual recording and preserves the monitor orientation. 

Recording of more than a single monitor counts as only one session toward the concurrent session limit. There is a maximum of 500 sessions.

Monitor changes

If you change your display orientation during an in-progress recorded interaction, for example from landscape to portrait, that recording will not show the changed orientation. However, Genesys Cloud records the screens and you can play back the recordings. Subsequent recordings show the changed orientation.

If you add another monitor during a recorded interaction, Genesys Cloud does not record the additional monitor for that interaction. Subsequent recordings include the additional monitors.

Screen recording playback

You can play back recordings of multiple monitors. Playback with multiple monitors has two views: layout view and focused view.

To see a monitor in focused view, select the screen you want to enlarge. The other monitors continue to display to the right side. To select a different monitor, click the wanted monitor.

Multi-monitor focused view

To see the monitors in layout view, click layout view button for recordings playback on the bottom of the screen.

When you view the recordings of multiple monitors, the screen recordings reflect your order/layout of monitors and sync the playback of all monitors. For voice calls, audio syncs with the screen recording.

view of multiple screen recording

If there is an error and Genesys Cloud does not record all the monitors, the monitors that Genesys Cloud successfully records are available for playback. 

Screen recording download and export

When you download screen recordings that include multiple monitors, all available recordings are included in the download. You can download and export recordings using Genesys Cloud. The screens are each downloaded as a separate .webm file.

Exported files for all screen recordings from batch download, bulk recording job exports, and policy-based exports, are in .zip format. For more information, see Change to the format of screen recording exports in the Developer Forum.