Agent Screen Capture

  • Last updated on Feb 18, 2025
  • Published on Jun 5, 2023
  • 2 minute(s) read
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Improve coaching and training by turning on agent screen capture to view agent desktop activity during a call.

Who can use this

Agent screen capture is part of Dialpad's Support plans as well as the Premium Dialpad Sell plan. It is also available as a paid add-on.

Enable agent screen capture

To enable agent screen capture:

  1. Navigate to Dialpad Admin Settings > Contact Centers and select the desired Contact Center

  2. Go to Advanced Settings > Automatic Call Recording
    Settings for automatic call recording and transcription with options for agent screen recording for inbound and outbound calls.

  3. Select Also Record Agent's Screen

    Note

    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 https://dialpad.com in the URL allowlist for screen recording

  • Check the Multi-screen capture checkbox

View a screen capture

To view a screen capture:

  1. Navigate to Dialpad Admin Portal > Conversation History

  2. Search or filter for the call history you want to view and select the Video Camera icon beside the call

Download a screen capture

To download a screen capture:

  1. Navigate to Dialpad Admin Portal > Conversation history

  2. Search or filter for the call history you want to view

  3. Select a call with a screen capture

  4. Select Download data > Download screen recording

Note

If your agents have multiple screens, the screen capture will only download what's recorded on the first screen.

System requirements

There are different system requirements depending on your Dialpad permissions.

Admins

  • Must use the Google Chrome web browser.

  • For Chrome OS devices, Admins must manually submit an access request form.

Agents

  • Agents using macOS 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 instance, 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.

Call log showing customer interactions with a screen recording notification showing in the bottom-left of the customer call window.



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