FAQs: Unified Experience from Genesys and ServiceNow

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

To enable screen recording, you must install and configure the Unified Experience from Genesys and ServiceNow integration as documented here. This configuration is necessary regardless of whether the interaction is voice-only, voice and digital, or digital-only.

For more information, see About Unified Experience from Genesys and ServiceNow.

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

To obtain the queue Id for your Genesys Cloud integration with ServiceNow:

1. In Genesys Cloud, navigate to Admin > Contact Center > QueuesMenu > User Management > Queues.
2. Select the queue for which you want to get the queue Id.
3. Examine the URL in your browser’s address bar. The URL is of the format:

   https://<Genesys_Cloud_region>.com/directory/#/admin/organization/queues/bc28aed5-1159-4204-95b1-58c81acd5f3b/general

4. Locate the queue Id which is a unique string of characters. For example, bc28aed5-xxxx-4204-95b1-xxxx1acd5f3b is the queue Id in the given URL.

For more information, see Set up the integration for ServiceNow.

To obtain the integration Id for your Genesys Cloud integration with ServiceNow:

1. In Genesys Cloud, navigate to Admin > IntegrationsMenu > IT and Integrations > Integrations.
2. Search for the Unified Experience from Genesys and ServiceNow integration and open it.
3. Examine the URL in your browser’s address bar. The URL is of the format:

   https://<Genesys_Cloud_region>.com/directory/#/admin/integrations/apps/unified-experience-from-genesys-and-servicenow/72b501eb-xxxx-4d07-a9d2-xxxxca0271b0/details/properties

4. Locate the integration Id which is a unique string of characters. For example, 72b501eb-xxxx-4d07-a9d2-xxxxca0271b0 is the integration Id in the given URL.

For more information, see Set up the integration for ServiceNow.