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. For information about enabling screen recording for an agent, see Enabling Screen Recording for agents in Vonage Contact Center.

To use the feature, agents 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 installed Vonage CC Screen Recording, 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 more than one screen, the app records each screen separately. At the end of the call, the 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 area of the VCC admin portal. For information about accessing and viewing screen recordings in Interaction Content, see Interaction Content.