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To use the feature, agents must install a desktop application—Vonage CC Screen Recording app.

Note
titleScreen Recording for Vonage CC Chrome extension
Previously agents could add a Chrome extension—Screen Recording for Vonage CC—to their Chrome browser. This extension has been deprecated.

When an agent has installed installed Vonage CC Screen Recording or added Screen Recording for Vonage CC, the agent can share up to two screens with the app or extension.

The app and extension record records in 1080p format (maximum) at a rate of three frames a second.

For information about screen recording during a call, see Recording your screen during calls.

The app and extension record records entire shared screens whenever the agent is handling a call. If the agent has shared two screens, the app or extension record records each screen separately. At the end of the call, the app or extension uploads the recording or recordings. Recordings are available in Vonage Contact Center (VCC) within a few minutes.

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For information about accessing and viewing screen recordings in Interaction Content Search, see Interaction Content.

Note
titleScreen recording retention

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Info
titleLimitations

General:

  • Screen Recording works only with calls and not other types of interactions.
  • Can currently record no more than two screens at a time for each agent taking part in the call.

The Vonage CC Screen Recording app :

Works

works in both Windows and Mac OS X

.

The Screen Recording for Vonage CC extension:

  • Is now deprecated.
  • Works only in Chrome browsers.
  • Cannot record screens without agents' consent; agents must actively share their screen or screens

    .