Screen recording is best suited for troubleshooting and call coaching. It gives you visibility into what an agent was seeing and doing during a call (and after call work), which makes it a strong tool for diagnosing issues and supporting agent development. At this time, screen recordings should not be shared with external customers.
Who can view** screen *recording***s?
- Anyone who has permission to view interactions and listen to call recordings can also view the screen recordings. This is granted to management and supervisors by default today—but not to agents.
- Screen recordings can be viewed in Genesys Cloud, but not downloaded. Note that this is different from call audio recordings—that can be downloaded.
- Agents do not currently have permission to view their own screen recordings.
- External customers cannot view screen recordings.
- All Genesys Cloud permissions are customizable—future changes may be possible upon request and review by IT.
Important: how to think about availability
Not every call is screen recorded. There are a number of scenarios where a recording simply won't be captured, so it's important that screen recordings be treated as an internal-only tool. Recordings cannot be made available to external customers, and SLAs should not be built around them, since a recording may not exist for any given call.
A few examples of when a screen recording may not be available:
- Screen recordings are only captured for ACD calls.
- Recording may stop working temporarily when Genesys Cloud pushes a Genesys Cloud Background Assistant (GCBA) update.
- When a call is passed between multiple users.
- Screen recordings are not generated for external partners/users like YCCO, Aspire, etc.
What’s recorded?
- All audio and all monitors (up to a max of 4 screens) are recorded.
- This includes anything appearing on all screens—not just actions taken inside of Genesys Cloud.
- Screen recordings start when the agent answers the ACD call, and end after the ACW (wrap-up) work has been completed.
What we'd like from you
Feel free to begin exploring this functionality anytime. Getting familiar with it and surfacing questions during this phase is exactly what we're after. We're happy to field any questions, and we can set up a meeting down the line if that would be helpful.
Helpful references
- Screen recording overview: https://help.genesys.cloud/articles/screen-recording-overview/
- View a screen recording: https://help.genesys.cloud/articles/view-screen-recording/