Agent Screen Capture
- 13 Dec 2024
- 2 Minutes to read
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Agent Screen Capture
- Updated on 13 Dec 2024
- 2 Minutes to read
- Print
- DarkLight
- PDF
Article summary
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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
Agent screen capture is part of Dialpad's Ai Contact Center 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, head to your Dialpad Admin Portal.
- Navigate to Contact Centers
- Select the desired Contact Center
- Select Advanced Settings
- Scroll to Automatic Call Recording
- Select Also Record Agent's Screen
- 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, head to your Dialpad Admin Portal.
- Navigate to Conversation History
- Select the Video Camera icon beside the call
Download a screen capture
To download a screen capture, head to the Dialpad Admin Portal.
- Navigate to Conversation history
- Select a call with screen capture
- Select Download data
- Select Download screen recording
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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.
| For Admins | For Agents |
|---|---|
|
|
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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