_ExcerptScreenRecordingOverview

If a screen recording is available, two video players appear between the timeline and controls. One or both videos—depending on how many screens an agent chose to share—will play the activity recorded during the interaction.

The call recording player synchronizes the audio and screen recordings. The player runs for the duration of the interaction because the audio recording generally starts before the screen recording, and the screen recording generally continues after the audio recording ends. Screen recording also continues during pauses and holds in the audio recording.