# Agent screen recording in contact centers Canonical: https://warmtransfer.net/knowledge/agent-screen-recording Last verified: 2026-10-02 # Agent screen recording in contact centers Amazon Connect, Genesys Cloud and NICE CXone each capture agent screens through software on the agent device: a client application, a desktop or helper app, or ScreenAgent[^10][^33][^48]. Amazon Connect saves screen recordings as MP4 files at 5 frames per second, and Genesys Cloud saves WebM files at 3 frames per second[^12][^1][^45]. ## How capture is triggered ### Amazon Connect - Screen recording is enabled per instance under Data storage > Screen recordings by choosing a new or existing S3 bucket and, optionally, a KMS key[^6]. - Global Resiliency replicas need screen recording enabled separately[^6]. - Recording starts per contact when Screen Recording is set to On in a Set recording and analytics behavior block placed right after the flow's entry point, and this block is needed in every flow to be recorded[^9]. - A voice contact can be screen-recorded without recording the call audio by disabling voice recording in that block while leaving screen recording on[^23]. - Screen recording works for voice, chat and task contacts but not for email contacts[^24]. - Recording continues when the agent places the customer on hold[^5]. - Amazon Connect does not notify agents by default that a contact is being screen-recorded, and an indicator has to be built with the Streams JS library[^14]. - The client application talks to the Contact Control Panel (CCP) over a local websocket on port 5431 on Windows and port 35431 on ChromeOS[^10]. ### Genesys Cloud - Genesys Cloud captures agent screens through the Genesys Cloud desktop app, the web app with Genesys Cloud Background Assistant (GCBA), or ChromeOS with the Genesys Cloud Media Helper Isolated Web App[^33]. - An agent must hold the Recording > ScreenRecording > Participate permission for their screen to be recorded[^41]. - Screens are recorded only during ACD interactions, plus after-call work if the policy says so, and non-ACD interactions cannot be screen-recorded[^30]. - In a consult transfer, the primary agent's screen is recorded if a policy applies to that agent, and the consulted agent's screen is recorded only if a policy applies to the consulted agent[^34]. - Agents cannot turn off screen recording when using the desktop app or GCBA[^31]. ### NICE CXone - An agent must have the Can be Recorded (Screen) attribute set under Admin > Employees for screen recording or screen monitoring[^46]. - Screen recording requires ScreenAgent for Windows 3.0.22 or later, or ScreenAgent for Mac 3.0.1 or later[^48]. ## Agent device, browser and network requirements ### Amazon Connect - Amazon Connect lists minimum agent-device requirements for screen recording of 4 GB memory, 600 Kbps network and a 2.0 GHz CPU, with additional headroom needed for the OS and other applications[^11]. - AWS recommends 4 cores or 4 vCPU for that processor[^11]. - AWS recommends 500 Kbps for screen recording regardless of the number of concurrent contacts, within the 600 Kbps total workstation figure[^2]. - Supported operating systems are 64-bit Windows 10 and 11 on x86-64, and ChromeOS version 140 or higher enrolled in a Google Enterprise Domain; macOS is not listed[^25]. - Concurrent Windows user sessions in VDI are supported from client application version 2.0.0[^28]. - Screen recording is not supported when an agent is logged into multiple CCP instances at the same time, whether in the same browser or in different browsers[^13]. - From Chrome 147 and Edge 147, Local Network Access restrictions block the CCP-to-client websocket[^4]. - For those browsers, Amazon Connect requires deploying the LoopbackNetworkAllowedForUrls enterprise policy (for example, `[*.]my.connect.aws`); otherwise screen recordings fail[^4]. - From Firefox 154, screen recording requires the LocalNetworkAccess enterprise policy with 127.0.0.1 in SkipDomains[^8]. - AWS notes that this Firefox setting permits loopback access from any site[^8]. ### Genesys Cloud - On macOS, the Genesys Cloud desktop app needs the operating-system screen recording permission granted before screens can be captured[^39]. - Genesys Cloud puts a single screen recording or screen monitoring stream at about 150-250 kbps[^32]. - That figure is multiplied by the number of monitors, and doubled when the same agent is recorded and monitored at once[^32]. ### NICE CXone - The Windows ScreenAgent needs version 4 or higher of Microsoft.NET[^48]. - ScreenAgent needs these network paths[^49]: - TCP 443 for the recording and monitoring APIs.[^49] - UDP 443 or 3478 to the screen monitoring TURN server.[^49] - Localhost port 31322, except when OS Login is used.[^49] - ScreenAgent for Windows supports VMware Horizon, Citrix Virtual Desktops, on-premises Citrix Virtual Apps, and non-persistent or multi-session VDI[^50]. - Citrix Virtual Apps needs Virtual IP Loopback configured with ScreenAgent.exe and Chrome.exe listed[^50]. - ScreenAgent for Mac supports macOS 10.15 Catalina and later and records up to 3 screens[^47]. - The macOS screen recording permission must be granted manually after install[^47]. ## Format, size and limits | Platform | Format and frame rate | Stated file size | |---|---|---| | Amazon Connect | MP4, fixed 5 fps, OpenH264 codec[^12][^1] | Average 1.5 MB per minute in S3, varying with video encoding[^7] | | Genesys Cloud | WebM, 3 fps[^45] | 3 MB to 18 MB per 15 minutes, depending on monitor resolution and on-screen movement[^36] | ### Amazon Connect limits - The Amazon Connect frame rate is not configurable[^1]. - Amazon Connect can record up to 3 monitors[^27]. - Amazon Connect imposes no service quota on screen recording and no maximum recording duration[^15]. - If an agent closes the browser right after a contact ends, before the final capture uploads, the recording is published at the agent's next CCP login[^3]. - If the agent closes the browser at the very start of a contact, the recording may never be published[^3]. ### Genesys Cloud limits - Genesys Cloud caps a screen recording at 9 hours, and caps after-call-work screen recording at 60 minutes[^40]. - Genesys Cloud can record up to 4 monitors at 4k resolution during an ACD interaction, using the desktop app or GCBA[^37]. - Multi-monitor recording is not supported on Windows 7[^37]. - Genesys Cloud has a system limit of 2,000 concurrent screen recording sessions[^29]. - A multi-monitor recording counts as 1 session[^29]. See also [Call recording formats and storage sizing](https://warmtransfer.net/knowledge/call-recording-formats-storage). ## Storage and retention - Amazon Connect delivers screen recordings to the customer's own S3 bucket, encrypted with the customer-specified KMS key[^21]. - The bucket-level key must match the key set in the instance data storage configuration[^21]. - Recordings are written under the configured prefix as `year/month/day/_.mp4`[^22]. - The console default prefix is `connect//ScreenRecordings`[^22]. - The RecordingsInfo Location field in the contact record points to the recording file[^22]. - A Genesys Cloud recording policy can archive screen recordings or set a delete date[^42]. - Genesys Cloud keeps screen recordings for at most 365 days[^42]. ## Redaction, pausing and sensitive data ### Amazon Connect - Rule-based screen redaction requires client application 3.0.2 or later, browser extension 2.1.0 or later, and Chrome, Edge or Firefox 120 or later[^19]. - Redaction masks whole browser or application windows matched by URL or window-title rules[^20]. - Field-level redaction is not supported, and the redaction feature uses no AI or ML[^20]. - The screen is captured continuously and masking is applied after the contact ends[^18]. - As a result, the unredacted recording is still stored in S3 beside the redacted copy[^18]. - A redacted screen recording carries audio only if conversational analytics call recording redaction is also enabled for the contact; otherwise the redacted copy has no audio[^17]. - AWS suggests the SuspendContactRecording and ResumeContactRecording APIs to keep sensitive information out of screen recordings[^26]. ### Genesys Cloud and Webex WFO - Genesys Cloud screen recording pauses automatically when secure pause is active[^43]. - Webex WFO Pause and Resume stops both audio and screen recording[^54]. ### PCI DSS - AWS states that Amazon Connect, including screen recording, is PCI DSS compliant[^16]. - AWS also states that the customer is responsible for determining whether its own implementation meets its compliance requirements[^16]. - PCI SSC FAQ 1210 says Requirement 3.3.1 forbids keeping sensitive authentication data after authorization in any form, including digital audio recordings[^51]. - The FAQ says such data should be suppressed at capture or securely deleted[^51]. See also [PCI DSS for contact centers](https://warmtransfer.net/knowledge/pci-dss-contact-center). ## Quality management and supervisor tools ### Webex WFO - Cisco lists screen recording as a feature of the Basic QM offering on Webex WFO for Webex Contact Center, as well as of the full QM package[^53]. - Cisco describes this feature as capturing agent screen activity alongside audio for evaluations[^53]. - For Cisco Webex Contact Center, Webex WFO supports only manual pause and resume[^54]. - Amazon Connect integrations with Webex WFO also support automated desktop-event triggers for pause and resume[^54]. - Cisco's supervisor release notes list "Webex WFO: Enhanced Live Screen Monitoring" under February 2, 2026[^57]. - That feature lets supervisors select and focus on individual monitors during live sessions[^57]. ### Calabrio ONE - Good, Better and Best screen recording quality settings are offered at about 2.1, 2.8 and 3.3 MB per minute per monitor respectively[^56]. - The classic media player shows a single monitor at a time from multi-monitor captures and plays back at 1920 x 1088[^55]. - Multi-monitor recordings are at least twice the size of single-monitor recordings[^55]. ### Genesys Cloud - Genesys made screen recording available to Genesys Cloud CX 1 users on December 6, 2023[^35]. - Genesys did not add screen recording permissions to roles automatically for these users[^35]. See also [Webex Workforce Optimization and quality management](https://warmtransfer.net/knowledge/webex-wfo-quality-management). ## Applicability Applies to: Amazon Web Services Amazon Connect, Genesys Cloud, NICE CXone, Cisco Webex WFO, PCI DSS, and Calabrio ONE. Deployments: on-premises and multi-tenant. Sources checked 2026-10-02. ### Amazon Connect - The Local Network Access requirements apply from Chrome 147 and Edge 147[^4]. - The Firefox requirement applies from Firefox 154[^8]. - VDI multi-session support starts at client application 2.0.0[^28]. - Rule-based redaction starts at client application 3.0.2 and browser extension 2.1.0[^19]. ### NICE CXone - The NICE CXone requirements apply to ScreenAgent for Windows 3.0.22 or later and ScreenAgent for Mac 3.0.1 or later[^48]. ### Genesys Cloud - Genesys Cloud CX 1 screen recording availability dates from December 6, 2023[^35]. ### Webex WFO - The Webex WFO live screen monitoring enhancement dates from February 2, 2026[^57]. ## What remains uncertain - Whether Webex AI Quality Management offers native screen recording for agents on Webex App is not covered by the sources below. - The per-minute price of Amazon Connect screen recording is not covered by the sources below. - Genesys Cloud screen recording entitlement for CX 2, CX 3 or a WEM add-on is not covered by the sources below. - The only entitlement change documented here is the CX 1 availability from December 6, 2023[^35]. - Native screen recording requirements for contact center vendors not named in the claims are not covered by the sources below. - Whether Genesys Cloud Background Assistant supports VDI environments is not covered by the sources below, so readers should resolve that question against current Genesys documentation. - The text of Requirement 3.3.1 as written in the PCI DSS v4.0.1 standard is not covered by the sources below. - This article relies instead on PCI SSC FAQ 1210, which addresses audio recordings[^51]. - How that FAQ applies specifically to screen recordings is not covered by the sources below. - NICE CXone screen recording retention and storage format are not covered by the sources below. - Whether the screen quality file sizes listed under quality management also apply to Webex WFO is not covered by the sources below. - The figures cited there are stated per minute per monitor for the Good, Better and Best quality settings[^56]. ## Sources [^1]: Amazon Connect records screens at a fixed, non-configurable 5 frames per second using the OpenH264 codec. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > What is the frame rate ...; What codec is used for screen recording?. Checked 2026-10-02. [^2]: AWS recommends 500 Kbps for Amazon Connect screen recording regardless of concurrent contacts, within a 600 Kbps total workstation figure. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Performance > What are the bandwidth requirements for screen recording?. Checked 2026-10-02. [^3]: If an agent closes the browser right after an Amazon Connect contact ends before the final capture uploads, the screen recording is published at the agent's next CCP login; closing it at the very start of a contact may mean the recording is never published. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > What happens if an agent closes the browser during a contact. Checked 2026-10-02. [^4]: From Chrome 147 and Edge 147, Local Network Access restrictions block the CCP-to-client websocket, and Amazon Connect requires deploying the LoopbackNetworkAllowedForUrls enterprise policy (e.g. [*.]my.connect.aws) or screen recordings fail. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), Browser enterprise policy for local network access > Google Chrome and Microsoft Edge. Checked 2026-10-02. [^5]: Amazon Connect screen recording keeps recording when the agent places the customer on hold. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Does screen recording STOP when an agent places a customer on hold?. Checked 2026-10-02. [^6]: Amazon Connect screen recording is enabled per instance under Data storage > Screen recordings by choosing a new or existing S3 bucket and optionally a KMS key; Global Resiliency replicas need it enabled separately. Source: [Enable screen recording for your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/enable-sr.html), Step 1: Enable screen recording for your instance. Checked 2026-10-02. [^7]: Amazon Connect gives an average screen recording size of 1.5 MB per minute in S3, varying with video encoding. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > What is the average size of a screen recording file per minute in S3?. Checked 2026-10-02. [^8]: From Firefox 154, Amazon Connect screen recording requires the LocalNetworkAccess enterprise policy with 127.0.0.1 in SkipDomains, which AWS notes permits loopback access from any site. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), Browser enterprise policy for local network access > Mozilla Firefox. Checked 2026-10-02. [^9]: Amazon Connect starts screen recording per contact by setting Screen Recording to On in a Set recording and analytics behavior block placed right after the flow's entry point, in every flow to be recorded. Source: [Enable screen recording for your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/enable-sr.html), Step 3: Configure the Set recording and analytics behavior block. Checked 2026-10-02. [^10]: The Amazon Connect client application talks to the Contact Control Panel over a local websocket on port 5431 on Windows and 35431 on ChromeOS. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), Network requirements > Port used for screen recording. Checked 2026-10-02. [^11]: Amazon Connect lists minimum agent-device requirements for screen recording of a 2.0 GHz CPU (4 cores or 4 vCPU recommended), 4 GB memory and 600 Kbps network, with additional headroom needed for the OS and other applications. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), System requirements. Checked 2026-10-02. [^12]: Amazon Connect saves screen recordings as MP4 files. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > What is the file format of screen recordings?. Checked 2026-10-02. [^13]: Amazon Connect screen recording is not supported when an agent is logged into multiple CCP instances at the same time, in the same or different browsers. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Is screen recording supported when Agents are logged into multiple CCP instances?. Checked 2026-10-02. [^14]: Amazon Connect does not notify agents by default that a contact is being screen-recorded; an indicator has to be built with the Streams JS library. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Are agents alerted when screen recording is enabled for a contact?. Checked 2026-10-02. [^15]: Amazon Connect imposes no service quota on screen recording and no maximum recording duration. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > Is there a service limit ...; Is there a maximum duration .... Checked 2026-10-02. [^16]: AWS states Amazon Connect including screen recording is PCI DSS compliant but that the customer is responsible for determining whether its own implementation meets its compliance requirements. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Is screen recording PCI compliant?. Checked 2026-10-02. [^17]: An Amazon Connect redacted screen recording carries audio only if conversational analytics call recording redaction is also enabled for the contact; otherwise it has no audio. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Rule-based redaction FAQ > Configuration > Does rule-based redaction require conversational analytics?. Checked 2026-10-02. [^18]: With Amazon Connect rule-based redaction the screen is captured continuously and masking is applied after the contact ends, so the unredacted recording is still stored in S3 beside the redacted copy. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Rule-based redaction FAQ > Does rule-based redaction pause or stop the recording; Does rule-based redaction affect storage costs?. Checked 2026-10-02. [^19]: Amazon Connect rule-based screen redaction requires client application 3.0.2 or later, browser extension 2.1.0 or later, and Chrome, Edge or Firefox 120 or later. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), Requirements for rule-based redaction. Checked 2026-10-02. [^20]: Amazon Connect rule-based redaction masks whole browser or application windows matched by URL or window-title rules; field-level redaction is not supported and no AI or ML is used. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Rule-based redaction FAQ > General specifications > Can I redact only part of a page; Does rule-based redaction use artificial intelligence. Checked 2026-10-02. [^21]: Amazon Connect delivers screen recordings to the customer's own S3 bucket encrypted with the customer-specified KMS key, and the bucket-level key must match the key in instance data storage configuration. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Where are the screen recording files stored; Configuration > Can I configure ... a KMS key that is different. Checked 2026-10-02. [^22]: Amazon Connect writes screen recordings under the configured prefix (console default connect//ScreenRecordings) as year/month/day/_.mp4, and the contact record RecordingsInfo Location field points to it. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > Where are screen recordings stored? and How do I find the Amazon S3 location. Checked 2026-10-02. [^23]: Amazon Connect can screen-record a voice contact without recording the call audio, by disabling voice recording in the Set recording and analytics behavior block while leaving screen recording on. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > Can I opt only for screen recording and not for call recording?. Checked 2026-10-02. [^24]: Amazon Connect screen recording works for voice, chat and task contacts but not for email contacts. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Which Connect Customer channels are supported?. Checked 2026-10-02. [^25]: Amazon Connect screen recording supports 64-bit Windows 10 and 11 on x86-64 and ChromeOS version 140 or higher enrolled in a Google Enterprise Domain; macOS is not listed. Source: [System and network requirements for screen recording in Connect Customer](https://docs.aws.amazon.com/connect/latest/adminguide/sr-system-req.html), System requirements > Supported operating systems. Checked 2026-10-02. [^26]: AWS suggests the SuspendContactRecording and ResumeContactRecording APIs to keep sensitive information out of Amazon Connect screen recordings. Source: [Enable screen recording for your Connect Customer instance](https://docs.aws.amazon.com/connect/latest/adminguide/enable-sr.html), Configuration tips (third bullet). Checked 2026-10-02. [^27]: Amazon Connect screen recording can record up to 3 monitors. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > Configuration > How many agent monitors can be recorded?. Checked 2026-10-02. [^28]: Amazon Connect screen recording supports concurrent Windows user sessions in VDI from client application version 2.0.0. Source: [Frequently asked questions about Connect Customer screen recording capabilities](https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html), Screen recording FAQ > General specifications > Does screen recording support concurrent user sessions on Windows using VDI environments?. Checked 2026-10-02. [^29]: Genesys Cloud has a system limit of 2000 concurrent screen recording sessions, and a multi-monitor recording counts as one session. Source: [Multi-monitor screen recording](https://help.genesys.cloud/articles/multi-monitor-screen-recording/), Session and concurrency limits. Checked 2026-10-02. [^30]: Genesys Cloud records screens only during ACD interactions (and, if the policy says so, after-call work); non-ACD interactions cannot be screen-recorded. Source: [Create a policy](https://help.genesys.cloud/articles/create-recording-policy/), Actions > Initiate screen recording. Checked 2026-10-02. [^31]: Agents cannot turn off Genesys Cloud screen recording when using the desktop app or GCBA. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Screen recording behaviour. Checked 2026-10-02. [^32]: Genesys Cloud puts a single screen recording or screen monitoring stream at about 150-250 kbps, multiplied by the number of monitors and doubled when the same agent is recorded and monitored at once. Source: [Screen recording FAQs](https://help.genesys.cloud/faq_categories/screen-recording/), FAQ: bandwidth for screen recording. Checked 2026-10-02. [^33]: Genesys Cloud captures agent screens through the Genesys Cloud desktop app, the web app with Genesys Cloud Background Assistant (GCBA), or ChromeOS with the Genesys Cloud Media Helper Isolated Web App. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Requirements. Checked 2026-10-02. [^34]: In a Genesys Cloud consult transfer the primary agent's screen is recorded if a policy applies to them, and the consulted agent's screen only if a policy applies to that agent. Source: [Screen recording FAQs](https://help.genesys.cloud/faq_categories/screen-recording/), FAQ: Is the agent's screen recorded during a consult transfer?. Checked 2026-10-02. [^35]: Genesys made screen recording available to Genesys Cloud CX 1 users on December 6, 2023, without adding screen recording permissions to roles automatically. Source: [Screen recording policy changes for Genesys Cloud CX 1 users](https://help.genesys.cloud/articles/screen-recording-policy-changes-for-genesys-cloud-cx-1-users/), Announcement and effective dates. Checked 2026-10-02. [^36]: Genesys Cloud estimates screen recording file size at 3 MB to 18 MB per 15 minutes, depending on monitor resolution and on-screen movement. Source: [Screen recording FAQs](https://help.genesys.cloud/faq_categories/screen-recording/), FAQ: screen recording file size. Checked 2026-10-02. [^37]: Genesys Cloud can record up to four monitors at 4k resolution during an ACD interaction, using the desktop app or GCBA, and multi-monitor recording is not supported on Windows 7. Source: [Multi-monitor screen recording](https://help.genesys.cloud/articles/multi-monitor-screen-recording/), Overview; Requirements. Checked 2026-10-02. [^38]: The Genesys Cloud Background Assistant overview describes GCBA as a Windows-only background service and states it is incompatible with VDI environments and with custom platform API or SDK integrations (disputed). Source: [Genesys Cloud Background Assistant (GCBA) overview](https://help.mypurecloud.com/articles/genesys-cloud-background-assistant-gcba-overview/), Limitations. Checked 2026-10-02. [^39]: On macOS, the Genesys Cloud desktop app needs the operating-system screen recording permission granted before screens can be captured. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Requirements > Mac. Checked 2026-10-02. [^40]: Genesys Cloud caps a screen recording at 9 hours and after-call-work screen recording at 60 minutes. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Limitations. Checked 2026-10-02. [^41]: A Genesys Cloud agent must hold the Recording > ScreenRecording > Participate permission for their screen to be recorded. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Requirements (permissions). Checked 2026-10-02. [^42]: A Genesys Cloud recording policy can archive screen recordings or set a delete date, with screen recordings kept for at most 365 days. Source: [Create a policy](https://help.genesys.cloud/articles/create-recording-policy/), Actions > screen recording retention. Checked 2026-10-02. [^43]: Genesys Cloud screen recording pauses automatically when secure pause is active. Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Screen recording behaviour / secure pause note. Checked 2026-10-02. [^44]: The Genesys Cloud screen recording overview says screen recording works in VDI when the desktop app or browser with GCBA runs in the same virtual desktop session, and that GCBA must not be installed on the endpoint when the browser runs in VDI (disputed). Source: [Screen recording overview](https://help.genesys.cloud/articles/screen-recording-overview/), Requirements > VDI. Checked 2026-10-02. [^45]: Genesys Cloud screen recordings are WebM files captured at 3 frames per second. Source: [Screen recording FAQs](https://help.genesys.cloud/faq_categories/screen-recording/), FAQ: screen recording format; FAQ: frame rate. Checked 2026-10-02. [^46]: In NICE CXone an agent must have the Can be Recorded (Screen) attribute set under Admin > Employees for screen recording or screen monitoring. Source: [ScreenAgent for Windows](https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm), Prerequisites. Checked 2026-10-02. [^47]: NICE CXone ScreenAgent for Mac supports macOS 10.15 Catalina and later, records up to three screens, and needs the macOS screen recording permission granted manually after install. Source: [ScreenAgent for Mac](https://help.nice-incontact.com/content/recording/screenagent/screenagentformac.htm), Prerequisites; Install Advanced ScreenAgent for Mac. Checked 2026-10-02. [^48]: NICE CXone screen recording requires ScreenAgent for Windows 3.0.22 or later or ScreenAgent for Mac 3.0.1 or later, and the Windows agent needs Microsoft .NET 4 or higher. Source: [ScreenAgent for Windows](https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm), Prerequisites. Checked 2026-10-02. [^49]: NICE CXone ScreenAgent needs TCP 443 for recording and monitoring APIs, UDP 443 or 3478 to the screen monitoring TURN server, and localhost port 31322 except when OS Login is used. Source: [ScreenAgent for Windows](https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm), Network requirements / ports. Checked 2026-10-02. [^50]: NICE CXone ScreenAgent for Windows supports VMware Horizon, Citrix Virtual Desktops, on-premises Citrix Virtual Apps, and non-persistent or multi-session VDI; Citrix Virtual Apps needs Virtual IP Loopback with ScreenAgent.exe and Chrome.exe listed. Source: [ScreenAgent for Windows](https://help.nice-incontact.com/content/recording/screenagent/screenagent.htm), Virtual environments. Checked 2026-10-02. [^51]: PCI SSC FAQ 1210 says Requirement 3.3.1 forbids keeping sensitive authentication data after authorization in any form, including digital audio recordings, so it should be suppressed at capture or securely deleted. Source: [FAQ 1210: Are audio/voice recordings permitted to contain sensitive authentication data?](https://www.pcisecuritystandards.org/faqs/1210/), FAQ 1210 answer. Checked 2026-10-02. [^52]: Because Requirement 3.3.1 as described in FAQ 1210 applies to SAD in any form, a screen recording that shows a card security code typed or displayed on the agent desktop is likely subject to the same no-storage rule, though the FAQ does not mention screen recordings (inferred). Source: [FAQ 1210: Are audio/voice recordings permitted to contain sensitive authentication data?](https://www.pcisecuritystandards.org/faqs/1210/), FAQ 1210 answer (inference beyond its audio-only scope). Checked 2026-10-02. [^53]: Cisco lists screen recording, capturing agent screen activity alongside audio for evaluations, as a feature of the Basic QM offering on Webex WFO for Webex Contact Center as well as the full QM package. Source: [Basic WFM and QM Offerings on Webex WFO (Webex Contact Center)](https://help.webex.com/en-us/article/nmzg380/Basic-WFM-and-QM-Offerings-on-Webex-WFO-(Webex-Contact-Center)), Basic QM feature comparison table (Screen recording row). Checked 2026-10-02. [^54]: Webex WFO Pause and Resume stops audio and screen recording; for Cisco Webex Contact Center only manual pause/resume is supported, whereas Amazon Connect integrations also support automated desktop-event triggers. Source: [Webex WFO Pause and Resume - WFO Help Center](https://wfohelp.com/doc/Content/user-guides/application-management/pause-resume.htm), Integration support table. Checked 2026-10-02. [^55]: The Calabrio ONE classic media player shows one monitor at a time from multi-monitor captures, plays back at 1920 x 1088, and multi-monitor recordings are at least twice the size of single-monitor ones. Source: [Watch the screen capture of a contact in the classic media player](https://wfohelp.com/doc/Content/user-guides/media-player/screen-recording-panel.htm), Screen Capture panel overview. Checked 2026-10-02. [^56]: Calabrio ONE offers Good, Better and Best screen recording quality at about 2.1, 2.8 and 3.3 MB per minute per monitor. Source: [Configure QM global settings](https://wfohelp.com/doc/Content/user-guides/application-management/global-settings-qm.htm), Screen Recording Quality. Checked 2026-10-02. [^57]: Cisco's supervisor release notes list 'Webex WFO: Enhanced Live Screen Monitoring' under February 2, 2026, letting supervisors select and focus on individual monitors during live sessions. Source: [What's new for supervisors in Webex Contact Center](https://help.webex.com/en-us/article/o6f77s/What's-new-for-supervisors-in-Webex-Contact-Center), February 2, 2026 > Webex WFO: Enhanced Live Screen Monitoring. Checked 2026-10-02.