Configuring Screen Capture (for Administrators and Supervisors)

Please Note: This feature is currently still being developed and  may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.

The Screen Capture feature pairs selected SC ACD call recordings with screenshots, allowing for additional reviews and Quality Control.

1. Accessing the Platform
2. Creating Sites
3. Creating Users
   
   • Restricted Users
4. Adding Agents
5. Enabling the Feature on the Campaign
6. Installing the Agent Software

1. Accessing the Platform

You can access the platform from within SC ACD:

• Click Quality Assurance\ Screen Capture in the left-hand navigation bar
  
  
  
• Then, click the Screen Capture button to be redirected to the login page
  

The Screen Capture feature is also located at the following URL for all clients:
https://singlecomm.cloudrecording.net/

Credentials and licenses can be obtained from your Account Executive. 
Administrators and supervisors will need logins for the platform. Agents have separate software requirements that are detailed in section 6 of this article.

If you have a gmail or google apps username that matches the email address that you registered with, then you can login by clicking Sign in with Google.

This option negates the username and password requirement.

Once logged in, you are taken to your Screen Capture landing page:

This landing page, and the associated dashboard are detailed in the article Using Screen Capture

2. Creating Sites (for Administrators)

To create a new site*:
*A minimum of 1 site is required

• Click Settings in the left-hand navigation bar
  
  
  
• Click Sites in the left-hand navigation bar inside Settings
  

The top of the Sites page will display your Customer Name and Customer ID:

• Click Add New Site
• On the Add New Site pop-up:
  
  
  • Site Name [required]
  • Upload Window Start Time [defaults to 12:00 AM]
  • Upload Window Duration [defaults to 11:59 pm to allow for 24hr screen capture]-adjusting this or the above timestamp will result in a period of time when screen captures are not being recorded.
  • Foundation URL
    *It is recommended to leave this field blank
  • Enable selective recording [defaulted off]- all agents will be recorded. When enabled, only assigned agents (within the Restricted Users section) will be recorded
    
    *For more info on restricted users, click here.
    
    
  • Default Compliance Interval [defaults to 15 seconds]- This should be left as-is. SingleComm sends compliance pause/resume times tot he Screen Capture platform via an API feed depending on the varying length of time required on each call.
• Click Save to add the new site to the list
• From the Site list, you can also Edit or Delete existing sites
  
• This is also where you will obtain your Customer ID and Site ID. These are needed when installing the Agent software (see section 6).
  
  

Accounts can support multiple sites. Separate sites can be used for different locations, departments, etc.

3. Creating Users (for Administrators)

Administrators have the ability to create users for the Screen Capture platform, given there are enough available licenses.*
*The number of licenses is negotiated with your Account Executive.

This section details creation of users (QC Agents and Supervisors). For details on setting up agents, see section 4.

• Click Users in the left-hand navigation bar inside Settings
  

The top of the Users page will show the number of available QC Role licenses:

^In this example, the maximum number of QC User licenses are already in use, but there are 4 available Regular Supervisor licenses. 

• QC Users: anyone logging in that will be reviewing screenshots and call audio
• Regular Supervisors: no access to QC functions, reports, or evaluation templates
  • Regular Supervisors will only have access to:
    • Enhanced Call Details
    • Notes
    • Call Sharing
    • Screenshots
    • Access Log
    • Agent Details

To create a new user:

• Click Add New User
• On the Add New User pop-up:
  
  
  • Email [required]
  • User Role [required]
    • Restricted User- has the ability to login to Screen Capture and search/play back calls associated with specific Agents, Groups and Sites. By default this user type has no access to any calls
    • Support User- specifically for support purposes and is not supported for normal operation
    • Restricted Admin- only able to administer to the sites they have been granted access to
    • Standard User- has full access to playback and search through all Calls, but has no access to the Admin pages
    • Admin- has full access to the entire Screen Capture platform with the exception of the Company Information and billing pages
    • Super Admin- has full access to the entire application and all calls
  • QC Role- can only be assigned if licenses are available
    
    *Unavailable QC Roles will appear grayed out and are not selectable
    
    • QC Supervisor- has access to the QC section of the Call Listing page, they are able to score and view all QC related functions as the relate to the specific call
    • QC Analyst- has the same access as the QC Supervisor with the addition of creating and running reports
    • QC Admin- has the same access as the QC Analyst with the addition of being able to make changes to the QC evaluation templates
    • Regular Supervisor
  • First Name [required]
  • Last Name [required]
  • Phone Number
  • Date Format
• Click Save to add the new user to the list
• From the User list, you can also Edit or Delete existing users
  

Restricted Users:

• Click Restricted Users in the left-hand navigation bar inside Settings
  

If any users are created with the User Role or Restricted User or Restricted Admin, they will appear in this list. 

Restricted Users (and Restricted Admins) can be granted access to specific users, groups, and/or sites.

• Click the Assign Agent button to give the user access to certain agents
  
  
  • Click agent names to add to the assigned column 
    
    
    
  • Click Save to save and close the pop-up
    
    
• Click the Assign Group button to give the user access to certain groups using the same steps as above
  
  *Groups are created in the Groups module, which can be accessed from the left-hand navigation bar.
  
  
• Click the Assign Site button to give the user access to certain sites using the same steps as above
  

4. Adding Agents (for Administrators or Supervisors)

Agents that are going to be recorded for Screen Capture must be configured on the platform, and have the software installed on their workstation (see section 6 for install details).

• Click Agents in the left-hand navigation bar inside Settings
  

The top of the Agents will show the available number of agent licenses:

• Screenshot Licenses: needed for all agents that will be running the Screen Capture software
• Compliance Licenses: supplemental to screenshot licenses and needed for all agents that participate in campaigns that capture PCI complaint data

To create a new agent:

• Click Add New Agent
• On the Add New Agent pop-up:
  
  
  • First Name
  • Last Name [required]
  • Email
  • Site Name [required]- click to choose from the dropdown of available sites (created in section 2)
  • Windows Username- This value is obtained directly from the agent's PC and is required here and for the implementation of the local software that is installed in section 6.
    • Obtaining your Windows username varies depending on the version of Windows you are using
    • Windows username typically have the following format:
      DESKTOP-FCINB4G\testagent2
      [form-identifier\login name]
  • Supervisor- click to choose from a list of users (either QC Admins or Regular Supervisors)
  • Enable Screenshots- adds a Screenshot license to the agent
    
    • When enabled, Screenshot Interval defaults to 15 seconds
  • Compliance Enabled- adds a Compliance License to the agent
  • Manager Email
  • Extensions- Click to add the Agent_ID from SC ACD here.
     This is NOT the UUID!
    Agent_ID can be found in Agent Management:
    
    
    
    • For the extension to appear in the dropdown, it must first be entered in the Extensions module, accessible in the left-hand navigation bar of the landing page:
      • Click Add New Extension
        
        
        
  • Groups- click the dropdown to add agent to any available Groups or leave blank
• Click Save to add the new agent to the list
• From the Agent list, you can also Edit or Delete existing agents
• Agents can also be uploaded in bulk by clicking Import Agents
  
  
  • Click Download Blank Template to save a copy of the XLS file (Agent_Import_Template.xlsx) locally
  • Plug in the data to the template, according to the column headers and save it on your computer
  • Click Upload Completed Template to browse for its save location and upload agents

5. Enabling the Feature on the Campaign (for Supervisors)

In order for SC ACD's call audio recordings to match up with the screenshots, the following default setting needs to be adjusted from the Details tab of the campaign:

• PII [Personally Identifiable Information] Audio
  • Select the option to Insert dead air for PII slides
• Click Update to save and close

6. Installing the Agent Software (for Administrators or Supervisors)

All agents that will be recorded with Screen Capture must also have the software installed locally on their PC.
The software installer can be downloaded here:
https://www.callcabinet.com/downloads/

 This software can only be installed on computers with the Windows OS.

• Click to download Atmos Agent Client - v1.5.1
  
• Double click to run the MSI file, and launch the setup wizard
• You will be prompted to enter the Windows Username that you input when creating the agent
  
  
  • Specify email address should be left unchecked
    
    
• You will then be prompted to input Customer ID and Site ID
  
  
  
  • To locate the Customer ID and Site ID on the Screen Capture platform:
    • Click Settings
    • Click Sites
      
      
      
• Click the checkbox if you wish to enable Run Silent mode
  • This cloaks the software so that the agent does not know it is running in the background and capturing screenshots
  • If left unchecked, it will appear in the icon tray to indicate it is running