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8x8 Support

Quality Management Screen Recording Flow

After the successful installation of the 8x8 Quality Management Screen Recorder, please see the below flow on how the recorder works. Prior to the agent logon in the VCC AGUI the state of the screen recorder application that is visible in the system tray is NOT CONNECTED.

  1. Agent logs in to VCC - AGUI.
  2. State of the Screen Recorder application in the system tray will change from NOT CONNECTED to CONNECTED.
  3. Handshake over SSL/443 with the client app.
    • As a result, the configuration file is written: C:\Users\user_name\AppData\Roaming\QualityManagement\ClientTray\config
  4. Inbound/Outbound call is initiated in VCC - AGUI
    • As a result the MP4 file [video recording] is written in: C:\Users\user_name\AppData\Roaming\QualityManagement\ClientTray\Temp
  5. Inbound/Outbound call ended in VCC - AGUI
    • As a result, the MP4 file is automatically moved/uploaded:
      • From: C:\Users\user_name\AppData\Roaming\QualityManagement\ClientTray\temp
      • To: C:\Users\user_name\AppData\Roaming\QualityManagement\ClientTray\media
  6. This is then uploaded to the 8x8 Datacenter. From the 8x8 Datacenter, the video is imported into QM then attached to relevant voice interaction.