What is screen recording?
Our Genesys integration now supports Genesys screen recording functionality. Scorebuddy can now bring in these screen recordings and display them on the scoring page, allowing you to see how the agent being evaluated was interacting with your internal systems whilst they are interacting with a customer.
Screen recordings can be a valuable tool when creating evaluations, helping you to understand how well agents understand the systems they use every day.
How do you access the recordings?
Genesys screen recording data can now be accessed (where available) via the new “Screen Recordings” tab on the scoring page.
Where an agent has multiple monitors, a separate screen recording will be available for each.
Screen recordings can be played full screen or in a pop out video window which can be moved around the screen and resized.
How do I set it up?
If you would like to bring your Genesys screen recording data into Scorebuddy, two steps are necessary.
Genesys Step
A new permission (Recording > Screen Recording > View) must be added to the Genesys API key in use with your Scorebuddy/Genesys integration. Please refer to the Genesys integration install instructions for further details.
Scorebuddy Step
You must update your Genesys integration with the “Import Screen Recordings” tickbox.
Go to Score > Interactions > View Integrations to do this, and click “Update” to save this change.