Screen Recording

If you wish to review the actions of an Agent during a historic call, you have the option to enable desktop screen recording for some or all of the calls they are involved with. As a paid feature, this will incur a charge, including a licence fee for each Agent affected.

Screen recording is designed to capture everything the Agent sees and hears during a call:

  • Downloaded recordings use the MP4 file format.
  • The size of the recording will depend on its duration, and on the number of screens in use by the Agent. The average size of a recording of an Agent using a single screen is 1.3MB per minute, or 2.2MB per minute for two screens. This equates to approximately 1GB for every 450 minutes recorded across two screens.
  • A typical recording will run at approximately 25 frames per second, although this may vary depending on the level of activity occurring across the operator's screen(s).
  • As is typical for call recording, the audio for screen recording will be single-channel (mono), and record everything spoken and heard by the Agent, even when the Agent is on hold, or otherwise not speaking to the caller.
  • Where credit card detail suppression is active, such as our level 1 credit card processing, there is no risk of the Agent witnessing sensitive payment information, and therefore nothing of this sort can be accidentally recorded.

Depending on how this feature is set up for a particular Customer, it can record outbound calls on a per-Agent basis, and inbound calls on a per-service basis. You also have the option of letting Agent-level settings override service-level settings for inbound calls.

Screen recording begins at the start of a call's ringing phase, and ends immediately after its wrap phase. Because all screens in use by the Agent will be recorded, the size of the resulting video is affected by the number of screens they have, and the size and resolution of those screens.

Screen recording will capture everything on the Agent's screens. It is therefore the Customer's responsibility to ensure appropriate data security of the resulting media, including redaction of sensitive information.

The resulting recordings can be accessed via the Screen Recording section of the Call Logs page. By default, screen recordings are stored for 30 days, but this can be adjusted under the Customer Settings tab.

Further Reading