Listen to Agents' calls at any time, but also turn on Agent Screen Capture to see what your Agent does during a call on their desktop to enhance coaching and training.
Let's take a look at Agent Screen Capture in Dialpad.
Enable Agent Screen Capture
From Dialpad.com, navigate to Admin Settings > Call Centers > Advanced Settings > Automatic Call Recording.
Select Also Record Agent's Screen to enable the feature in this Call Center.
Only the call is recorded, starting from pick up and ending at hang up.
View a Screen Capture
From Dialpad.com, navigate to Call History and select the Video Camera icon alongside a call while filtering for a Call Center.
Only calls made through the Dialpad desktop app for Mac or Windows will have their screen recorded.
Calls made on other devices including CTI will only have audio recordings.
macOS Catalina: Agents will also need to 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.
The screen capture is streamed from the Agent’s desktop to the cloud in real-time during a call. For the best experience make sure your Agent has a good internet connection with at least 1.5Mbps bandwidth spare per screen. If you see a broken-up image when reviewing a screen recording, this will indicate a period of poor connectivity.
Screen captures can only be viewed when using the Google Chrome web browser.
Frequently Asked Questions (FAQs)
What is the retention period for a screen capture?
Screen captures will be retained by default for one year and then deleted.
Will I still see audio recordings too?
Yes, while the screen capture does contain audio you will still get separate audio files.
Will multiple screens be recorded?
Yes, if your Agent is using more than one screen they will each be recorded and visible during playback.
Will Agents be aware their screen is being recorded?
Yes, the Agent will see a banner at the top of their Dialpad app.