With Agent Screen Capture you're able to not only listen to a recording of a call, but you can also now see what your agent was doing during the call on their desktop. This really enhances coaching and training for agents.
How to enable
Navigate to your Admin Settings > Call Center > Advanced settings
Under each of your Call recording settings, there is now a checkbox to "Also record Agent's screen"
Viewing Screen Recordings
Using Google Chrome, go to dialpad.com/analytics, and filter for a Call Center, then click on Calls List.
Look for calls with a video icon next to them. Click on that to open the Screen Recording.
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 Capture recordings can only be viewed when using the Google Chrome browser.
What is the retention period for screen recordings?
Screen Recordings will be retained by default for one year and then deleted.
Will I still see audio recordings too?
Yes, while the screen capture recording 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: