Agent Screen Capture (for Supervisors)

The content in this article is appropriate for: Administrators and Supervisors

The Quality Assurance module of the SC ACD has a Screen Capture feature that enables Agents to capture video of Inbound and Outbound calls for viewing by Supervisors and Auditors.

It is assumed that the user is logged in to the ACD and that a Program as well as an Inbound or Outbound Campaign have already been configured.

For an Agent’s view of Screen Capture, click here.

• Enabling Screen Capture on a Campaign

• Viewing Screen Capture Videos

  • From the Supervisor Module

  • From the QA Module

To Turn On the Screen Capture Feature for a Campaign:

1. Click on Programs/Clients in the left-hand navigation bar
   

   

2. Navigate to the program containing the campaign you would like to use by typing the name or number in the Search field, then click the Name of the program to access it.
   

   

3. Click Campaigns
   
   

   

   💡You can also jump right to Campaigns from the Programs list.
   
   

4. Click the Campaign Name of the campaign for which you want to enable Screen Capture (should default to the Details tab, but if not- click to view Details)

5. Scroll all the way to the bottom of the page and select Enabled for Agent Screen Capture
   
   

   

   *By default, neither option is selected.

6. Once enabled, the following options will appear:
   

   

   • Screen Capture FPS (Frames Per Second): click the dropdown if you wish to change from the default of 30 FPS
     

     

   • Screen Capture Bitrate: click the dropdown if you wish to adjust the bitrate from the default of 2.5Mbps (Megabits per second)
     

     • 0.5Mbps= lowest quality

     • 10.0Mbps=highest quality

       

7. Click Update to save and close the campaign settings

How to View Screen Capture Videos from the Supervisor Module

To view a video capture:

1. Click to expand the Supervisor module in the left-hand navigation bar
   

   

2. Click Call Log
   
   

   

3. Click the Number of the call you wish to view to go to the Call Details page
   

   

4. Once there, click the Agents tab
   

   

   • You will see both an audio AND video icons in the recording column
     ⚠️If you do not see a video icon in the recording column, one easy way to check from inside the Call Details is to click on the Path tab, scroll towards the bottom (beginning of the call) and look for an entry stating Desktop Capture Started.
     

     

     If no entry exists, you should recheck your steps from the first section to ensure that the feature is properly enabled.
     
     

5. To view the Screen Capture recording, click the video icon

6. You will then be prompted to click on a media stream
   

   

   *The number of available streams to choose from depends on the number of monitors the agent uses. Although you will be able to view all screens, the call recording will displayed completely within a single screen.

How to View Screen Capture Videos from the QA Module

Video Screen Captures will also be available for viewing when an Audit is being performed.

To view:

1. Click to expand the Quality Assurance module in the left-hand navigation bar
   

   

2. Click Audit Console
   
   

   

3. Video Capture will be displayed at the top left of the QA/Audit Console page:
   
   

   

4. You may click the button on the bottom right of the Screen Capture to open it in its own frame which you can then click and drag or expand the size of to suit your needs.
   

   

5. Playback controls remain on the Audit Console page:
   

   

   • Play/Pause: starts/stops video playback

   • Restart: resets playback and resumes from the beginning

   • Rewind (10): rewinds video playback by 10 seconds

   • Forward (10): fast forwards video playback by 10 seconds