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If the feature is enabled for your account , Screen Recording 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. For information about enabling screen recording for an agent, see Enabling screen recording for agents in Vonage Contact Center.
To use the feature, agents must add a Chrome extension—Screen Recordings for Vonage CC—to their Chrome browser. install and log in to a desktop application — Vonage Screen Recording. For information about installing and logging in to the app, see Setting up screen recording to record your screen during calls.
When an agent has added Screen Recordings for Vonage CC, the agent can share up to two screens with the extension.
For information about screen recording during a call, see Recording your screen during calls.
The extension installed Vonage Screen Recording, the app will record all of the agent's screens. However, recording a maximum of three screens is recommended. The app records entire shared screens whenever the agent is handling a call. If the agent has shared two screensmore than one screen, the extension app records each screen separately. The extension records in 720p format 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 app 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 area of the VCC Admin Portaladmin portal. For information about accessing and viewing screen recordings in Call RecordingsInteraction Content, see Call Recordings Interaction Content.
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Technical information
Vonage Screen Recording works in both Windows and Mac OS X.
The app records in 1080p format (maximum) at a rate of three frames a
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The extension can currently record no more than two screens at a time for each agent taking part in the call.
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The list of call recordings in Call Recordings does not currently display if a recording includes a screen recording. A supervisor must click to play the call recording to find out.
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Limitations
Vonage Screen Recording works only with calls and not other types of interactions.
Requirements
For information about system requirements for the desktop application, see Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application) in Technical prerequisites.
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