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]
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 won’t GCBA support VDI environments?
If you install GCBA on the user’s desktop (that is, outside of… [More]
