Announced on Effective date
2020-10-07 2020-11-04

On November 4, 2020, screen recording policy changes for Genesys Cloud CX 2 users went into effect.

If you want to start using screen recording, you need to update roles with the appropriate screen recording permissions. You also need to 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 > Screenrecording > Editretention
Recording > Screenrecording > Participate
Recording > Screenrecording > Restore
Recording > Screenrecording > Stop
Recording > Screenrecording > View
Recording > Screenrecording > Viewaudit
Recording > Settings > Editscreenrecordings


Am I affected?

If you are in an organization that uses Genesys Cloud CX 2, you might be affected. 

How can I prepare for this change?

No action is required prior to 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.