Agent Interactions Not Recorded with Screen Capture

Symptom

QM agent interactions (calls) are not recorded with agent screen capture.

Before screen recording can be done, the agent needs to have the 8x8 Screen Recorder application installed on their computer. The agent will need to shut down their computer and re-start it after installation before screen recording can occur.

Applies To

• Quality Management
• Screen Recorder

Resolution

A screen recorder profile needs to be set up.

1. Select SETTINGS from the QM option panel on the left.
2. Under the SERVICE branch, select Screen Recorder Profiles.
3. The following need to be set up:
   • Profile name
   • Resolution
   • Toolbar
   • Manual control
   • Recording percentage

After the profile has been successfully set up, it needs to be attached to one or multiple groups, depending on the need.

Cause

A screen recorder profile has not been assigned to the relevant group(s), or it hasn't been set up at all.

Additional Information

Only Voice interactions are recorded.