Enabling Screen Recording for agents in Vonage Contact Center

To record agents' screens during calls in Vonage Contact Center (VCC), you must enable Screen Recording for your agents.

Configuring recording of individual agent's screens

If Screen Recording is enabled for your account, you can enable the recording of individual agent's calls in User Admin in VCC. To do so, perform the following tasks:

1. Go to User Admin.
2. Locate the agent that you want to enable Screen Recording for using search or by scrolling or filtering list.
3. When you find the agent, click Edit. The user's details appear.
4. Click Agent Settings.
5. To record this agent's screen during calls, alongside Screen Recording Enabled, click Yes to activate for the agent.
6. Click Update to save your settings. Repeat for all agents whose screens you want recorded.

The agent must now install and configure the Vonage CC Screen Recording app. For information, see Recording your screen during calls.

Configuring when to start recording an agent's screen

By default, when screen recording is enabled and configured for an agent, their screen is recorded when the call is connected. If enabled for your account, you can optionally configure the recording to start as soon as the agent hears ringing either in their phone or their headset. Recording the agent's screen before the call is connected may help troubleshoot any issues the agent is having with answering calls. To do so, perform the following tasks:

1. Go to User Admin.
2. Locate the agent that you want to enable Screen Recording for using search or by scrolling or filtering list.
3. When you find the agent, click Edit. The user's details appear.
4. Click Agent Settings.
5. To start the recording as soon as the agent hears ringing, alongside Screen Recording — start recording when agent hears ringing, click Yes.
   To start the recording when the call is connected, click No.
6. Click Update to save your settings.