inContact Screen Recording Overview

Task Details Screen Details

inContact Screen Recording gives you the ability to record agent workstation activity and to view agent desktops in near-real time. It is part of the base inContact WFO installation, but is enabled only if your organization has purchased the inContact Screen Recording feature.

Design Considerations

During the sales process, an inContact WFO sales engineer works with your organization to determine the best way to implement inContact Screen Recording. The number of users or agents is a key issue. Growth in the number of agents affects performance and may necessitate changes to the implementation design.

Schedule Considerations

When you configure schedules for screen recording, they must include the following settings:

  • Desktop Recording — Set to Yes
  • Screen Capture Wrap Length — Configure to business requirements
  • Stop screen capture wrap on call start — Configure to business requirements

To fully support screen recording, you may need two schedules: one for audio recording only, and one for both audio and screen recording. For example, an organization wants to record 50 percent of all calls and ten percent of all calls must have both audio and screen. In this scenario, the organization needs an audio-only schedule to capture 40 percent of the calls and another schedule to capture audio and screen for 10 percent of calls.

You must create a timed schedule if desktops are recorded without any audio. See Recording Schedules Overview for information on creating schedules.

Workstation Considerations

inContact Screen Recording uses client/server architecture, and the inContact Screen Recording client application must be installed and configured on every workstation to be recorded.

The client can be installed manually or silently, with no user intervention required. See Install the inContact Screen Recording Client for more information.

In most cases, you do not need to take special steps to ensure inContact WFO records the correct workstation for each user. By default, inContact WFO looks at the System Username (in other words, the Windows login) in a user's profile, compares it to logged-in usernames reported by inContact Screen Recording clients, and matches the workstation to the user accordingly.

In situations where this look-up fails (for example, if Windows usernames are not unique for each agent or the software fails to report the correct username), you can use an alternate method of statically mapping a phone extension (Device ID) to a Windows workstation name. However, if usernames are not unique, the following features will not work correctly:

  • Live Monitoring
  • Screen Recording Reporting
  • Timed Schedules
  • Screen Recording Desktop Analytics (for example, screen blackouts of sensitive information)
  • System Status – Desktop Recording Agent Report

Related Tasks

Related References