Agent Screen Recordings

Agent Screen Recordings is a report category where you can review screen recordings of actions performed on agents' screens. You can filter the recordings by a specific agent, trigger, or status and view the relevant screen recordings through the report.

Your organization must have the Agent Screen Recording product. If the product is available in your organization, screen recordings of all agents are automatically captured.

• To access this report category, follow Reports > Agent Reports > Agent Screen Recordings.
• You can customize the columns displayed in the reports according to your needs. To do this, click Column Manager and enable or disable the columns you want to display.
• You can use the AI feature at the top of the screen to prepare your reports based on specific criteria. Click the AI button and enter the criteria for the report you want to prepare in the chat window that opens. The report is automatically generated based on the criteria you enter.
• You can filter the reports using the filtering fields at the top of the report based on Agent, Trigger, Status, and Extension information. You can also use the Search field to quickly find specific data. The report results are listed according to the criteria you enter.
• You can export all reports in this category in Excel, PDF, CSV, XML, and JSON formats.
• To view a screen recording, click the button in the Watch column. You can watch the relevant agent's screen recording in the window that opens.

When Does Recording Start?

Screen recording starts when one of the following events occurs:

• When an incoming call starts ringing
• When an outgoing call is initiated
• When a page is opened and there is an ongoing call
• When a ticket is created, not when the form is opened but when the record is successfully created
• When an unexpected error occurs on the page, up to a maximum of 5 times per page load

Information Included in the Report

• Agent: Information about the agent whose screen recording is available.
• Extension: The extension number of the relevant agent.
• Start: The date and time when the screen recording started.
• Duration: The total duration of the screen recording.
• Trigger: Information about the trigger that caused the screen recording to be created.
• Status: The current status of the screen recording.
• Integrity: Information about the integrity status of the screen recording.
• Size: The file size of the screen recording.
• Retention End: The date and time when the screen recording's retention period ends.
• Watch: The section where you can access and watch the relevant agent's screen recording.