![]() Prevent agents from disabling screen recording ![]() When you create a screen recording policy, choose whether to record after call work. For more information, see Recording management. For example, if you set the maximum at 100 simultaneous screen recordings, then Genesys Cloud does not create extra screen recordings if 100 are currently in progress. To minimize negative effects on your network, you can set the maximum number of simultaneous screen recordings for the entire organization. Set the maximum simultaneous number of screen recordings Only the portion of the conversation from Queue A has a screen recording. If an agent in Queue A transfers an interaction to Queue B, then screen recording ends when the transfer is completed. For example, policies can state that Queue A has screen recording, but Queue B does not. Policies determine whether screen recording occurs when agents transfer an ACD interaction. Use policies to specify whether screen recording continues after agent transfer For more information, see Multi-monitor screen recording. Genesys Cloud records the entire desktop of the agent’s monitor or monitors. Train agents to hide sensitive information on their screens before they end a secure pause. Note: Genesys Cloud pauses screen recording during secure pause, but resumes recording the screen when the secure pause ends. For text-based interaction types, you can view the screen recording and the interaction’s text at the same time. Video of the agent’s screen appears in a pop-out window. Users with the correct permissions can play back the screen recording and simultaneously listen to the interaction’s audio, if applicable. Simultaneously play back recording and applicable audio The maximum limit for ACW screen recording is 15 minutes.You cannot select which recording to retain. Genesys Cloud records both screens, but only holds one of the recordings. Genesys Cloud does not support screen recording while an agent logs in to the same Genesys Cloud account on more than one desktop or web app.For more information about setting this permission, see Control access to screen recording on Mac in the Apple MacOC user guide. For screen recording with Mac, set the OS permission for the desktop app to allow for screen recording.Genesys recommends that you keep screen recording up to date with the latest Genesys Cloud Desktop app or Genesys Cloud Background Assistant.For more information, see Genesys Cloud Background Assistant (GCBA) overview. The agent uses Genesys Cloud as a web app or as an embedded client in the web browser along with Genesys Cloud Background Assistant, which resides on the agent desktop.The agent uses the Genesys Cloud Desktop app.Screen recording the agent’s desktop during an ACD interaction can happen in one of the following scenarios: When you create a policy, you can specify whether to start a screen recording for different interaction types. For example, while an agent handles a call, you can also record the agent’s desktop. The screen recording is a video of the agents’ desktop activity as they handle ACD interactions. The interaction recording is an audio or text record of the interaction. Genesys Cloud screen recording includes the following features: Screen record agent desktop activityĪCD interactions can have both an interaction recording and a screen recording. To use screen recording, create a policy and choose screen recording settings. Best practices for handling interactions.Whether agents access unauthorized activity. ![]() How agents handle multiple overlapping interactions.Whether workflow issues relate to agent problems or to system issues.How well agents understand the applications.Why certain types of interactions take longer to handle than others.Synchronized playback of interactions and screen recording gives a full view of agent activity. Use screen recording along with interaction recording to determine how effectively agents handle interactions. R ecording > ScreenRecording > Participate permission.
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