Genesys Cloud – Improved screen recording playback with choice of audio synchronization

In a future release, Genesys Cloud will enhance screen recording playback by allowing supervisors to select which audio recording to synchronize with the screen recording. Currently, when an interaction includes multiple audio recordings, the screen recording playback does not allow users to choose which audio to sync. With this update, a new drop-down menu in the playback viewer enables supervisors to select the specific call recording they want to synchronize with the screen recording. This improvement makes it easier to analyze interactions where multiple call recordings exist, ensuring that the audio and screen recording align correctly. 

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