Screen recording overview

Publisher

Genesys

URL

https://help.genesys.cloud/articles/screen-recording-overview/

Published

unknown

Updated

unknown

Accessed

2026-10-02

HTTP status

200

License

Genesys Resource Center terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• Agents cannot turn off Genesys Cloud screen recording when using the desktop app or GCBA. in context
• 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. in context
• On macOS, the Genesys Cloud desktop app needs the operating-system screen recording permission granted before screens can be captured. in context
• Genesys Cloud caps a screen recording at 9 hours and after-call-work screen recording at 60 minutes. in context
• A Genesys Cloud agent must hold the Recording > ScreenRecording > Participate permission for their screen to be recorded. in context
• Genesys Cloud screen recording pauses automatically when secure pause is active. in context
• 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 in context

Cite this source record

APA

WarmTransfer. (2026, October 2). Screen recording overview. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-screen-recording-overview

BibTeX

@misc{warmtransfer-genesys-screen-recording-overview,
  title  = {Screen recording overview},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-screen-recording-overview},
  note   = {Genesys, accessed 2026-10-02}
}