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.

For more information, see About Unified Experience from Genesys and ServiceNow.

For more information about screen recording, see Genesys Cloud Background Assistant (GCBA) overview and About screen recording.

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