Can I record an agent’s screen when they handle interactions in Salesforce Service Cloud Voice using CX Cloud from Genesys and Salesforce?

Yes, as an administrator you can deploy the Genesys Cloud Background Assistant (GCBA) for screen recording that supports the CX Cloud from Genesys and Salesforce integration. 

To enable screen recording, you must install CX Cloud, Voice for Salesforce Service Cloud package and add the Genesys Cloud CX Utility to the Salesforce Service Cloud console. This is necessary regardless of whether the interaction is voice-only, voice and digital, or digital-only.

For more information, see About CX Cloud from Genesys and Salesforce.

For more information about screen recording, see Genesys Cloud Background Assistant (GCBA) overview and About screen recording.