Our screen recording policy captures recordings for QM evaluation, but some agents’ recordings show only a static desktop wallpaper.
The agents confirmed they were actively working in the CRM during the call. Why would the screen recording only capture the wallpaper?
The agents are likely using a Chrome profile that doesn’t have the screen recording extension installed.
GC screen recording requires the Genesys Cloud browser extension to be installed AND the agent must grant screen sharing permission. If the agent uses a personal Chrome profile or an incognito window, the extension isn’t active and screen capture falls back to a static image.
On macOS Sequoia, there’s an additional system-level permission required.
Go to System Settings > Privacy & Security > Screen & System Audio Recording. Chrome must be listed and enabled. Without this OS-level permission, Chrome can request screen capture but the OS returns a blank frame. This is a new requirement in Sequoia that wasn’t needed in Ventura.