If the feature is enabled for your account, Screen Recording enables your supervisors to view your agents' shared screen activity during calls with the aim of improving their performance when handling calls.
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 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 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 area of the VCC Admin Portal.
For information about accessing and viewing screen recordings in Call Recordings, see Call Recordings.
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 records in 720p format at a rate of three frames a second—you cannot currently change this.
The extension can currently record no more than two screens at a time for each agent taking part in the call.
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.
The screen and audio recordings are not currently synchronized.