Announced on Takes effect 
November 1, 2023 December 6, 2023

On November 8, 2023, screen recording policy changes for Genesys Cloud CX 1 users go into effect.

If you want to start using screen recording, you must update roles with the appropriate screen recording permissions. You also must update your policy to enable screen recording. Genesys Cloud will not automatically add the screen recording permissions to appropriate roles. To use screen recording, you must have the following permissions:

Permission required
Recording > Screen recording > Editretention
Recording > Screen recording > Participate
Recording > Screen recording > Restore
Recording > Screen recording > Stop
Recording > Screen recording > View
Recording > Screen recording > Viewaudit
Recording > Settings > Editscreenrecordings


Am I affected?

If you are in an organization that uses Genesys Cloud CX 1, you might be affected. 

How can I prepare for this change?

No action is required before this change. After the release, make sure that your agent roles have the appropriate permissions for screen recording.

What if I need help or have questions?

Contact My Support.