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If the feature is enabled for your account and selected agents, Screen Recording enables your supervisors to view those agents' shared screen activity during calls with the aim of improving their performance when handling calls. To enable For information about enabling screen recording for an agent, see Configuring individual usersEnabling Screen Recording for agents in Vonage Contact Center.
To use the feature, agents must add a Chrome extension—Screen Recording for Vonage CC—to their Chrome browser. must install a desktop application — Vonage CC Screen Recording app. For information about installing and preparing for using the app, see Recording your screen during calls.
When an agent has added installed Vonage CC Screen Recording for Vonage CC, the agent can share up to two screens with the extension.
For information about screen recording during a call, see Recording your screen during calls.
The extension , the app will record all of the agent's screens. However, recording a maximum of three screens is recommended. The app records in 1080p format (maximum) at a rate of three frames a second.
The app records entire shared screens whenever the agent is handling a call. If the agent has shared two screensmore than one screen, the extension app records each screen separately. The extension records in 1080p format (maximum) at a rate of three frames a second. At the end of the call, the extension app uploads the recording or recordings. Recordings are available in Vonage Contact Center (VCC) within a few minutes.
Permitted supervisors can click to view screen recordings in the Interaction Content Search area of the VCC Admin Portaladmin portal. For information about accessing and viewing screen recordings in Interaction Content Search, see Interaction Content.
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| Screen Recording works only in Chrome browsers. |
Screen Recording works only with calls and not other types of interactions. The extension cannot record screens without agents' consent; agents must actively share their screen or screens.The extension can currently record no more than two screens at a time for each agent taking part in the call.Vonage CC Screen Recording app works in both Windows and Mac OS X. For information about system requirements for the desktop application, see Screen Recording in Vonage Contact Center (Vonage CC Screen Recording desktop application) in Technical prerequisites. |
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