Agent Screen Capture
    • 21 May 2024
    • 2 Minutes to read
    • Dark
    • PDF

    Agent Screen Capture

    • Dark
    • PDF

    Article summary

    Enable agent screen capture in Dialpad to enhance coaching and training. Admins can enable this feature in the Contact Center settings by selecting "Also Record Agent's Screen." Chrome OS users need to submit a screen capture request to Google. Screen captures are retained for one year and can be viewed in Call History. Multiple screens are recorded if used, and audio recordings are separate. Poor connectivity may cause broken images. Screen capture stops if a call is transferred internally. Agents are notified when their screen is being recorded.

    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 part of Dialpad's Ai Contact Center plans as well as the Premium Ai Sales plan. It is also available as a paid add-on. 

    Enable agent screen capture

    To enable agent screen capture, 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.

    Was this article helpful?