If a screen recording is available for an agent session that you see in Agent Timeline view, you can click the screen recording icon corresponding to a particular agent state. A new window will open showing you a video of the agent’s screen recorded during the selected state. To download the recording, click the download icon .
When an agent whose session is recorded handles an interaction, a screen recording related to handling of that interaction will also be available via the Interaction Records view.
To view an interaction screen recording, click the screen recording icon . The Review screen will open. Select the desired interaction segment and click the Watch button. To download the recording, click the Download button.
- Note: A new window opens each time you select a screen recording to play. Depending on the internet security settings of your browser application, you may need to explicitly allow pop-ups from the corresponding Contact Center Administrator application pages.