On-Demand Overview
On-Demand is part of the base inContact WFO installation, but is enabled only if the customer requests on-demand recording.
inContact WFO On-Demand recording allows users to do the following via a desktop application:
- Control (in other words, initiate or stop) recording of their calls. For example, some agents may only need to record certain types of calls, or some agents may receive calls that should not be recorded, such as personal calls.
- Control (in other words, initiate or stop) recording of their screen activity independent of a call. For example, the agent may want to record an email or chat conversation.
- Initiate and stop blackouts in recordings when sensitive data might be recorded, such as credit card numbers or protected health information.
- Add information to the database call record, such as caller name or subject of the call.
inContact WFO On-Demand uses client/server architecture, and the On-Demand Client application must be installed and configured on every workstation where it will be used. Since the customer is typically responsible for user workstations, see the inContact WFO On-Demand User Guide for information on installing clients.
On-Demand Users
See Roles and Permissions Overview and Page Details: New User for more information.
Agents who will be recorded on-demand should have these settings configured in their inContact WFO user accounts:
- System Username — This is the network ID the agent uses to log in to Windows (not the fully qualified user name).
- System Domain — This is the agent's Windows domain. The field is optional.
Each agent to be recorded on-demand must have a unique username, even if they are on different Windows domains. Duplicate usernames will result in login failures. The logs will report that multiple agents were returned with the same username.
Additionally, users must be assigned roles that have On-Demand permissions.
Screen Recording On-Demand
This feature is available only to organizations using inContact Screen Recording. The screen capture client application must be installed on the agent's workstation, and the agent's account must be configured for screen recording. Otherwise, desktop recording will be disabled in On-Demand.
If you use On-Demand to initiate audio recording, and your system includes inContact Screen Recording, the audio and screen activity will both be recorded. There is no need to start desktop recording separately.
You cannot initiate a blackout in a desktop-only recording. Blackouts are dependent on call-related events.
Information Field Updates
You can configure inContact WFO so that the user-defined fields can be updated using On-Demand. For more information regarding these fields, see Page Details: Terminology Settings.
When agents update call records using On-Demand, they can insert or replace information in user-defined fields, but they cannot view any previous information that might have been in the fields. Access to each field is controlled by a separate permission. For details, see Page Details: New Role.
These special characters can cause issues and are therefore not permitted in call record updates:
- Angle brackets (< or >)
- Exclamation points (!)
- Equal signs (=)
- Plus signs (+)
- Percent signs (%)
Schedule Considerations
See Recording Schedules Overview for more information.
inContact WFO On-Demand requires use of one or more specific schedules where the Type is On-Demand. Keep the following in mind as you work with On-Demand recording schedules:
- Agents who are recorded on-demand are given the privilege of deciding whether their calls are recorded. Therefore, the schedule typically should never expire.
- Target Percent should be set to 100; however, the percentage is ignored in favor of the start and stop events received from the client.
- You do not have to enter any Schedule Requirements. This makes the schedule available for all users, although other factors may be involved as well (such as permissions, installation of the software client, and call direction).
- Alternatively, you can use Schedule Requirements to limit the schedule to specific users, extensions/devices, ACD groups, or ACD gates.