FAQs: Screen recording

The HTTP proxy server acts as a middleman and all TCP traffic passes through it (HTTPS, WSS). UDP traffic (SRTP) is sent directly from GCBA to Genesys Cloud, bypassing the proxy.

• Proxied traffic:
  • HTTPS (TCP): user authentication, post interaction metadata, diagnostic traces.
  • XMPP Messages: establishes screen recording session between GCBA and the Genesys Cloud platform.
• Non-proxied traffic:
  • SRTP (UDP): recorded media streaming between GCBA and the Genesys Cloud Platform

To troubleshoot, follow these steps:

1. If you use Firefox’s current release, verify that the option to Allow Firefox to automatically trust third-party root certificates you install is enabled. For more information, see Automatically trust third-party root certificates in the official Firefox documentation.
2. If you use an ESR version earlier than 120.0.0, make sure that you enable enterprise root support. For more information, see Setting Up Certificate Authorities (CAs) in Firefox in the official Firefox documentation.

1. Verify that you have a QM policy in place to start screen recording. 
2. Determine if you have a specific GCBA problem. To do this, verify that screen recording works as expected when you use the Genesys Cloud desktop app with the same user.
3. Verify that you installed GCBA and that it runs properly. Open https://127.0.0.1:8191/version in your browser to see if you get the version information returned by GCBA.
4. Review the GCBA log files as indicated in Deploy Genesys Cloud Background Assistant (GCBA) and look for errors.

For more information, see About Genesys Cloud Background Assistant (GCBA) and Genesys Cloud Background Assistant (GCBA) is not working when I use Firefox, how do I troubleshoot this?

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 (127.0.0.1/8191).  Unless you can tunnel this traffic through the virtual desktop to the localhost, GCBA will not record.

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

The ports used for signaling and streaming the screens to Genesys Cloud media servers are the same ports between the Genesys Cloud desktop app and GCBA. As a result, if screen recording works when you use the desktop app, and your firewall or VPN has no specific rules targeting only the Genesys Cloud desktop app; for example, application allowlisting, you do not need to enable additional ports in the enterprise firewall. For details about the ports required for screen recording, see Ports and services for Genesys Cloud clients. 

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

No, Genesys Cloud can only record an agent’s screen during ACD interactions and, depending on the recording policy, after call work.

Genesys Cloud uses a range of ports for the secure transmission of streaming media, including screen recording. For more information, see Ports and services for Genesys Cloud clients.

Screen recording file size ranges from 3 MB/15 mins to 18 MB/15 mins. The low recommendation is based on a low resolution monitor with little screen movement. The high recommendation is based on a high resolution monitor with a lot of screen movement, like video.

A single screen recording typically requires 150-250 kbps. Screen resolution and the amount of on-screen movement affect the amount of bandwidth required.

Each additional monitor may multiply the amount of bandwidth required. For example, 4 monitors could require 4 times as much bandwidth.