FAQs: Screen recording

Can I record an agent’s screen during non-ACD interactions?

No, Genesys Cloud can only record an agent’s screen during ACD interactions… [More]

Does GCBA support the use of a proxy server?

Yes. Starting with GCBA version 1.4.262, proxy server integration is supported. For… [More]

Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

To troubleshoot, follow these steps: If you use Firefox’s current release, verify… [More]

How does GCBA integration with an HTTP proxy server work?

The HTTP proxy server acts as a middleman and all TCP traffic… [More]

How much bandwidth does screen recording require?

A single screen recording typically requires 150-250 kbps. Screen resolution and the… [More]

I have installed Genesys Cloud Background Assistant (GCBA), but screen recording is not working. How do I troubleshoot this?

Verify that you have a QM policy in place to start screen… [More]

Is the agent’s screen recorded during a consult transfer?

Yes. If a screen recording policy applies to the current interaction, then… [More]

What file size can I expect for screen recordings?

Screen recording file size ranges from 3 MB/15 mins to 18 MB/15 mins…. [More]

What is the format of downloaded screen recordings?

Screen recordings use the WebM format. You can use any media player… [More]

What is the screen recording frame rate?

3 frames per second.

What ports does screen recording require?

Genesys Cloud uses a range of ports for the secure transmission of… [More]

When working with Genesys Cloud Background Assistant (GCBA), do I need to enable additional ports in my enterprise firewall or VPN?

The ports used for signaling and streaming the screens to Genesys Cloud… [More]

Why is GCBA not supported in VDI environments?

If you install GCBA on the user’s desktop (that is, outside of… [More]

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.