This page was last edited on February 25, 2020, at 18:42.
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The Screen Recording Service integrates directly with Genesys Workspace Desktop Edition (WDE) and Genesys Workspace Web Edition (WWE). It can also be integrated with other agent applications – refer to Screen Recording Service API for further information on the integration mechanism.
For additional information, see Deploying the Screen Recording Service.
The following diagram illustrates Screen Recording architecture in a WDE integration:
As the Screen Recording Service can only generate one screen recording file at a time, the solution will map the screen recording file for the first voice call started for that agent (file with matching Agent ID).
The following shows the transfer scenarios of how the screen recording is mapped to the voice calls.
Two recordings with a separate recording during the consultation leg of the interaction:
Two recordings with a separate recording during the consultation leg of the interaction: