If the feature is enabled for your account and selected agents, Screen Recording enables your supervisors to view your those agents' shared screen activity during calls with the aim of improving their performance when handling calls.
To enable screen recording for an agent, see Configuring individual users.
To use the feature, agents must add a Chrome extension—Screen Recordings for Vonage CC—to their Chrome browser. When an agent has added Screen Recordings for Vonage CC, the agent can share up to two screens with the extension.
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The extension records entire shared screens whenever the agent is handling a call. If the agent has shared two screens, the extension records each screen separately. The extension records in 720p 1080p format (maximum) at a rate of three frames a second.
If multiple agents take part in a call—during a consult or a conference call, for example—the extension records all shared screens. For example, agent one has shared two screens and agent two has shared one. The extension records three screens.
At the end of the call, the extension uploads the recording or recordings. Recordings are available in Vonage Contact Center (VCC) within a few minutes.
Permitted supervisors can click to view screen recordings in the Call Recordings Interaction Content Search area of the VCC Admin Portal.
For information about accessing and viewing screen recordings in Call RecordingsInteraction Content Search, see Call Recordings.
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