If you install GCBA on the user’s desktop (that is, outside of the VDI environment) while you try to run a VDI session on the user’s desktop that uses a browser to access Genesys Cloud web application, screen recording does not work. Specifically, as indicated in Ports and services for Genesys Cloud clients, signaling traffic exists between the browser that runs the Genesys Cloud web application and GCBA. As a result, the browser must access GCBA at the localhost loopback address (  Unless you can tunnel this traffic through the virtual desktop to the localhost, GCBA will not record.

  • You can install GCBA inside the virtual desktop environment, and screen recording works when you use Genesys Cloud in a browser within the same VDI environment. For this to work as expected, verify that sufficient CPU & bandwidth exists in the VDI stack to support GCBA screen capturing. You only capture the screen inside the VDI environment. Nothing else captures from the end device.
  • GCBA will not work when using Citrix Published Virtual App mode.

For more information, see: About Genesys Cloud Background Assistant (GCBA).