Agent Screen Capture

  • Updated

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.

Enable Agent Screen Capture

To enable Agent Screen Capture, first head to your Admin Settings at 

  1. Navigate to Call Centers
  2. Select the desired Call 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

The call will be recorded, starting from pick up and ending at hang up.

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 Admins  For Agents 
  • Must use the Google Chrome web browser.
  • Must use the Dialpad desktop app (not mobile)
    • 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.
  • Internet connection must have at least 1.5Mbps bandwidth spare per screen. 

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.

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 call center (where the screen capture feature is enabled) to a Dialpad User?

No, this feature is only available to a Call Center if enabled.

Will Agents be aware their screen is being recorded?

Yes, the Agent will see a banner at the top of their Dialpad app.