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Configure ChromeOS for Genesys Cloud screen recording

The Genesys Cloud Media Helper Isolated Web App (IWA) enables screen recording for agents running Genesys Cloud on managed Chrome OS devices. Administrators deploy the Media Helper IWA through the Google Admin Console and configure Chrome Enterprise settings so that screen recording runs consistently during agent interactions. 

Note: Because most of the configuration for enabling ChromeOS screen recording in Genesys Cloud occurs in the Google Admin Console, administrators must be both a Genesys Cloud administrator and a ChromeOS administrator.

Configuration requirements

Before you configure the Genesys Cloud Media Helper IWA, confirm that you have the following items in place:

Google device and account requirements

  • ChromeOS devices must be running ChromeOS version 128 or later.
  • ChromeOS devices must be in an organizational unit or group where Chrome policies can be applied.
  • Agent devices are managed through Google Admin Console.
  • Agents must sign in with managed Google accounts.
  • You have administrator access to configure apps and web capabilities in the Google Admin Console.

Genesys Cloud permission and policy

  • Agents being recorded must have the Recording > ScreenRecording > Participate permission.
  • A Genesys Cloud recording policy must be in place to start screen recording for the applicable ACD interactions.
Note: Genesys Cloud Background Assistant (GCBA) is not needed for screen recording in ChromeOS.

Add the Genesys Cloud Media Helper IWA in the Google Admin Console

In the Google Admin Console, under Chrome app and extension management (Apps & extensions), add an Isolated Web App for the target organizational unit or group. Enter the Genesys Cloud Web Bundle ID and the region-specific Update Manifest URL shown below.

Note: For more information about using the Google Admin Console, see the More information section at the bottom of this article.

 Genesys Cloud Web Bundle ID

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Genesys Cloud region

When prompted for the Update Manifest URL, enter the JSON file URL for your Genesys Cloud region:

Note: The Google Admin Console refers to the install value as the Update Manifest URL, which is typically a path to a signed web bundle (.swbn) file. However, in this case, you must use the JSON file URL for your Genesys Cloud region. The JSON file provided at this URL contains both the signed web bundle (.swbn) file and the update manifest (.update.json) file.

Use the URL that matches the user’s Genesys Cloud login domain. You can append the region file to the base URL or open the IWA file index and copy the matching .update.json link directly:

  • Base URL: https://api-downloads.mypurecloud.com/media-helper-iwa/
  • IWA file index: https://api-downloads.mypurecloud.com/media-helper-iwa/index.html
  • Example (mypurecloud.com): …/iwa-mypurecloud-com.update.json

After adding the Media Helper IWA, configure the following settings for your organizational unit or group.

SettingRecommended valueDescription
Installation policyForce install & pin to ChromeOS taskbarAutomatically installs the Media Helper and makes it easy for agents or support teams to find.
Launch on loginForce launch and prevent closingStarts the Media Helper when the agent signs in and helps prevent the app from being closed during the session.
Version pinningDo not pin unless instructed by GenesysAllows agents to receive updates and fixes automatically.
Managed configurationNot requiredDo not enter managed configuration JSON for the Genesys Cloud Media Helper IWA.

Configure web capabilities for screen recording

In the Google Admin Console, under Chrome Web capabilities, add the Media Helper IWA origin to the same organizational unit or group that uses the Media Helper IWA and then set Screen recording to Allowed.

Enter the Genesys Cloud Web Bundle ID as the Origin / site pattern:

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The Google Admin Console automatically adds the isolated-app:// protocol. After saving, confirm that the origin appears as follows:

isolated-app://pjqaquvltc2k4t3ppa75wpyj3uv2k35glyegmlivxa4axi57n56aaaic/

Confirm that the following permissions are set to the recommended value:

Permission Recommended value 
Screen recording Allowed
Window management Leave default or allow if needed for your multi-monitor workflow; do not block. 
Direct Sockets Leave default unless Genesys instructs otherwise. 
Automatic fullscreen Leave default unless Genesys instructs otherwise. 
Managed configuration Not required for Genesys Cloud Media Helper IWA. 
Important: After Chrome policies are applied, a refresh is needed before screen recording is validated. To do so, have the user sign out and then sign back in. Applied policies can be verified on the device at chrome://policy.

Additional resources

Google Admin Console/ChromeOS

Genesys Cloud