In capturing screens for Published Applications, the Recorder records only one Citrix Session at a time per Employee.

The capture depends on the type of Citrix session. If the Citrix Session is:

• A Published Server Desktop session, then it will record all the activities in that Desktop Session.

• An individual Published Application session, then it will record only that particular Published Application. Configure explorer.exe as the Published Application to open a Windows folder containing Application shortcuts. Applications launched using shortcuts will run in the explorer.exe session.

• A session that is shared between Published Applications, then it will record all the Published Applications in that session. Published Applications with common properties (color depth, resolution, encryption, and so on) can be configured to share the same session within Citrix.

Refer to Citrix support for session sharing details.

The limitations for the capture are as follows:

• If the Employee opens Multiple Published Applications from different Citrix Servers in a Farm then Recording of only one session will occur.

• If the Employee opens Multiple Published Applications (not by session sharing) from a single Citrix Server, then Recording of only one session will occur.

• The session that will be recorded is the session most recently created. For example, if the Employee first opens Email as a published application on one server and then CRM as an application on a different server, the CRM application session will be recorded and associated with his next call. If he opens CRM first and Email second, then email will be recorded.

To record all Published Applications in circumstances where it may not be possible to determine which screen should be recorded:

• Restrict each Employee to work on a single Citrix Server in a Citrix Server Farm at a particular time.

• Record all Applications an Employee uses:

  • Configure Published Applications to share the Same Session.

  • Publish the Server Desktop and allow Employees to access all the Applications through the Desktop session.

  • Configure explorer.exe as the Published Application giving one of the folder names as the argument. Create file shortcuts to applications in that folder using the Windows Explorer. When the explorer.exe is launched on the client PC, it opens the file explorer with shortcuts. These shortcuts can be used to launch applications. Only one session will be created on Citrix Server when explorer.exe program is launched. All applications launched using shortcuts will run in the same explorer.exe session.

In capturing screens under Windows Terminal Services, the Recorder records only one Windows Terminal Session at a time per Employee. It records all the activities in that Terminal Session.

The limitations of the capture are as follows:

• If the Employee opens Multiple Terminal Sessions from different Windows Terminal Servers then Recording of only one session will occur.

• If the Employee opens Multiple Terminal Sessions from single Windows Terminal Server then Recording of only one session will occur.

• The session that will be recorded is the session most recently created. For example, if the employee first opens Terminal Services session (session ID 1), then this session will be recorded when a call comes in. If the same employee opens another Terminal Services session (session ID 2), Session ID 2 will be recorded and associated with its next call.

To record all Published Applications in circumstances where it may not be possible to determine which screen should be recorded, restrict each Employee to working on a single Windows Terminal Server and to the single Terminal Session. Allow the Employee to access all the Applications through the Terminal Session.