If the feature is enabled for your account and selected agents, Screen Recording enables your supervisors to view 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.
For information about screen recording during a call, see Recording your screen during calls.
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 1080p format (maximum) at a rate of three frames a second.
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 Interaction Content Search area of the VCC Admin Portal.
For information about accessing and viewing screen recordings in Interaction Content Search, see Interaction Content Search.Screen recordings are deleted after 30 days — or sooner, if the contracted data retention period for your account is less than 30 days. Also, a screen recording is deleted if its related call recording is deleted.
Limitations
- Screen Recording works only in Chrome browsers.
Screen Recording works only with calls and not other types of interactions.
The extension cannot record screens without agents' consent; agents must actively share their screen or screens.
The extension can currently record no more than two screens at a time for each agent taking part in the call.