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Screen recording

Screen recording captures the agent's desktop during a conversation, so reviewers can see what the agent did — not only hear what was said. It requires a screen recording license per user and a recording client installed on each agent workstation. See Screen recordings in the Overview for the concept, and Subscriptions & Licensing for licensing.

This page is only a pointer to where the organization-level settings live. Full administration — installing and deploying the client, capture settings, troubleshooting — is covered by the dedicated Screen Recording Administration Guide.

Where the settings live

Everything sits under Administration › Screen Recording:

  • Screen Recording Settings — the screen recording token used by recording clients to connect, with Edit Configuration.
  • Screen Recordings — the list of captured screen recordings, with search, date-range and user/group filters, and delete.
  • Client Workstations — the workstation enrollment list. New workstations appear as Pending Authorization; an administrator reviews and Authorizes (or Forbids) each one before it may record.
  • Client Sessions — active recording-client sessions (user, login, domain, computer name).

Client Workstations

The Client Workstations page. Notice the status tabs — All, Authorized, Pending Authorization, Forbidden — and the Authorize / Forbid / Delete actions: workstations record only after an administrator authorizes them.

Per-user screen recording is tied to the user account: a screen recording license and a screen-recording username on the user's profile — see User accounts.