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The content in this article is appropriate for: Agents

The SC ACD has a Screen Capture feature that enables Agents to capture video of Inbound and Outbound calls.

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1. Once you are logged in and Available to take calls, you will see a pop-up asking for access to manage windows of your displays. Click Allow to enable the feature.

   

   • If you select Block on this pop-up, you will need to re-enable access. Those instructions are listed below.

2. Next, you will be presented with sharing options:

   

   • Select the Entire Screen option at the top
     ⚠️ Do not select Tab or Window, as these will NOT work for screen capture and the Share button will remain deactivated

   • Select the screen that you use for the SC ACD
     ⚠️ If you have not selected a screen, the Share button will not be activated and you will not be able to move forward.

   • Click Share

     • If you are using a multi-monitor setup, you will be prompted again until all additional screens are shared

3. Once you have selected a screen to share, recording will begin and you will see a notification at the bottom of your primary monitor.

   

   • To close this notification, you may click Hide, however, this does NOT turn off the screen recording

   • If you click Stop sharing, you will be presented with a pop-up advising you to re-enable screen capture.

     

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