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8x8 Quality Management Screen Recorder Client Installer for Mac and Windows
8x8 Support Knowledge Base

8x8 Quality Management Screen Recorder Client Installer for Mac and Windows

Overview

Customers who are subscribed to Screen Recording Services for Quality Management have the ability to capture agents desktop screens. For customers which have Screen Client software installed on the agent’s machine, administrators of the system can elect to record the agent's desktop activity along with the telephone conversation. After the call is completed, you can watch the video recording in the Slide out Panel.

Click here to download Screen Recorder.

Considerations and Limitations for Screen Recording

Considering the customer environment is typically behind a firewall, some pre-required criteria must be reviewed prior to a successful deployment.

  • Screen recording requires a small, 9MB client MSI to be installed on the agent workstation.
  • It synchronizes with Virtual Contact Center (VCC) web client using a local loopback call to 127.0.0.1:43488 on the agent workstation.
  • This port should be open on the workstation to receive the call.
  • The Screen Client installer handles this exclusion, however, in typical call center environments, administrators may have this functionality locked down.

Outbound TCP Connections

Quality Management Screen Recording uses a one-way established, yet two-way communications channel secured with SSL TLS 1.2 Encryption communicating with the 8x8 data center on port 443.

Outbound port 443 connections must be allowed from the agent workstation to the 8x8 data center specified by your VCC administrator.

Local Workstation Considerations

In most environments, our installer makes all the Windows Firewall exclusions and handles any permission issues. In some cases, customers may need to work with our support engineers prior to deployment to ensure group policies or NTFS global permissions do not interfere with the reading of the screen and writing of the screen recordings to disk. The installer typically needs to be run as Local Administrator (via script is OK), which will create the proper environment.

Screen Recording Requirements for Agent Workstations

  • Windows 7, 8, 8.1 or 10 is supported.
  • Windows Vista and XP are not supported.
  • 30GB Free Hard Disk Space
  • Minimum 1024MB of RAM, 2048MB recommended
  • Support for up to 4x 1080p displays (for systems with many displays, 4096MB Ram
  • Recommended)
  • 2-3MB per minute of file size per 1080p display (slightly adjustable)

Screen Recording Optimization

The screen recorder can be optimized to support 1-4 FPS (Frames Per Second) and also scale down the resolution to improve bandwidth consumption. Typically, live monitoring and screen recording consume 100Kbps of bandwidth but is adjustable to more or less depending on the requirements. In environments with multiple screens, we “squash” the two screens to one 1080p display. Pan and Zoom are used on the client side to view the two screens in one display window.

Customers with more than two screens need to consider increasing the resolution for screen recording, adding additional bandwidth, and disk space considerations.

Because screen recording uses a “changed area only” approach, customers with standard corporate operations software, such as CRM, experience a decreased requirement. Customers using full motion video, for example, require more bandwidth and storage to consume and store. This is atypical, as much use cases are for “normal” desktop use.

Accessing the User Interface for Playback

Quality Management is fully web-based. No plugins are required to operate the administrator or supervisor client.

The following browsers are tested and supported:

  • Internet Explorer 10 and above, including Microsoft Edge
  • Firefox v32 or above
  • Chrome v39 or above
  • Safari 9 or above

 

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