Can I record an agent’s screen when they handle interactions in ServiceNow using Unified Experience from Genesys and ServiceNow?

Yes, as an administrator you can deploy the Genesys Cloud Background Assistant (GCBA) for screen recording that supports the Unified Experience from Genesys and ServiceNow integration.

To enable screen recording, you must install and configure the Unified Experience from Genesys and ServiceNow integration as documented here. This configuration is necessary regardless of whether the interaction is voice-only, voice and digital, or digital-only.

Para obtener más información, consulte Acerca de Unified Experience de Genesys y ServiceNow.

Para obtener más información sobre la grabación de pantalla, consulte Descripción general de Genesys Cloud Background Assistant (GCBA) y Acerca de la grabación de pantalla.