- 30 Nov 2023
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Agent Screen Capture
- Updated on 30 Nov 2023
- 2 Minutes to read
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Dialpad offers a feature called agent screen capture, which allows supervisors to see what agents are doing on their desktop during calls. To enable this feature, administrators need to go to the Admin Settings on Dialpad.com and select the desired Contact Center. In the Advanced Settings, they can enable automatic call recording and choose to also record the agent's screen for both inbound and outbound calls. Chrome OS users need to submit a screen capture request to Google and add Dialpad.com to the URL allowlist for screen recording. To view a screen capture, users can go to Dialpad.com, navigate to Call History, and select the Video Camera icon next to the call. The retention period for screen captures is one year, and audio recordings are separate from screen captures. Multiple screens used by agents are recorded and visible during playback. Agents are notified that their screens are being recorded through a notification banner in the Dialpad app.
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.
Agent screen capture is available to Ai Sales and Ai Contact Center customers with Contact Centers on the Pro and Enterprise plans.
Enable agent screen capture
To enable agent screen capture, first head to your Admin Settings at Dialpad.com
- 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 Dialpad.com
- Navigate to Call History
- Select the Video Camera icon beside the call
System requirements
There are different system requirements depending on your Dialpad permissions.
For Admins | For Agents |
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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.