inContact Screen Recording Overview

inContact Screen Recordinggives 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/agents is a key issue. Growth in the number of agents affects performance and may necessitate changes to the implementation design.

Interactions between inContact WFO components (for example, servers, web portals, and so forth), file servers, and archive devices can use SSL and TLS for data in transit, and the data can be encrypted to disk when written. For more information, see Security & Encryption Overview.

Schedule Considerations

When you configure schedules for screen recording, they should 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, assume that 50 percent of calls must be captured and ten percent of calls must have both audio and screen. In this scenario, you need 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 Installing 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
In inContact Workforce Management v1, "Current application" reporting based on user, as seen in the real-time display and the System Status page

Upgrade Considerations

If you are upgrading from a previous version of inContact WFO, Screen Recording Server will not be backward-compatible with installed screen recording clients older than v5.4. In addition, screen recording clients v5.4.x.1339 or higher are labeled "Uptivity Screen Capture" in Add/Remove Programs, and are installed to Uptivity instead of CallCopy directories.

For these reasons, uninstall any earlier version of the inContact WFO screen recording client before installing a new version. You can do this using Windows Add/Remove Programs functionality in the Control Panel. The software will be labeled "CallCopy ScreenCapture Client Software".

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