Agent Screen Capture
  • 30 Nov 2023
  • 2 Minutes to read
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Agent Screen Capture

  • Dark
  • PDF

Article Summary

Enhance coaching and training capabilities by enabling agent screen capture to see what your Agent does on their desktop during a call.

Let's take a look at agent screen capture in Dialpad.

Who can use this feature

Agent screen capture is available to Ai Sales and Ai Contact Center customers with Contact Centers on the Pro and Enterprise plans

Enable agent screen capture

To enable agent screen capture, first head to your Admin Settings at 

  1. Navigate to Contact Centers
  2. Select the desired Contact Center
  3. Select Advanced Settings 
  4. Scroll to Automatic Call Recording
  5. Select Also Record Agent's Screen
    1. This can be enabled or disabled for both inbound and outbound calls

Chrome OS users

If you use Chrome OS, your Company Admin must also submit a screen capture request to Google.

Using this form, enter the following details:

  • Company name
  • Domain name
  • Organization unit
  • Dialpad Contact Center as the contact center solution
  • Enter in the URL allowlist for screen recording
  • Check the Multi-screen capture checkbox 

View a screen capture

To view a screen capture, head to

  1. Navigate to Call History
  2. Select the Video Camera icon beside the call

System requirements 

There are different system requirements depending on your Dialpad permissions.

For AdminsFor Agents
  • Must use the Google Chrome web browser.
  • For Chrome OS devices, Admins must manually submit an access request form.
  • Agents using Mac OS or Windows must use the Dialpad desktop app (not browser or mobile)
    • Calls made on other devices, including CTI, will only have audio recordings.
  • Agents using Chrome OS devices can access the app from the Google Play Store, PWA intance, or the Dialpad desktop app. 
  • macOS Catalina: Agents must also grant access the first time they make a call with Screen Capture turned on. You can also confirm this in “Security & Privacy” settings and grant Dialpad access to Screen Recording.
  • Internet connection must have at least 1.5Mbps bandwidth spare per screen. 

Frequently asked questions 

What is the retention period for a screen capture?

By default, screen captures are retained for one year and then deleted.

Will I still see audio recordings too?

Yes. While screen capture does contain audio, you will still get separate audio files.

Will multiple screens be recorded?

Yes, if your agent uses multiple screens, both are recorded and visible during playback.

Why does the image appear broken?

If you see a broken-up image when reviewing a screen recording, this indicates a period of poor connectivity. 

Will the screen capture continue to record if the call is transferred internally from a Contact Center (where the screen capture feature is enabled) to a Dialpad user?

No, this feature is only available to a Contact Center if enabled.

Will agents be aware their screen is being recorded?

Yes, the agent will see a notification banner at the bottom of their Dialpad app.

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