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Please Note: This feature is currently still being developed and  may not be fully implemented on every cluster. Please contact your Account Executive if you would like to learn more.

How to use all of the features available on the Screen Capture platform (for administrators and supervisors).

For more information on logging in, setting up the feature, and creating users, see the article titled Configuring Screen Capture.

  1. Home
  2. QC Dashboard
  3. Call Listing
  4. Customer Log
  5. Reports
  6. Client HearbeatsHeartbeats
  7. Quality Control
  8. Settings
  9. Matching Calls from Screen Capture to CX Explore

The Screen Capture feature can be accessed from within the ACD by clicking Quality Assurance/Screen Capture in the left-hand navigation bar.
It is also located at the following URL for all clients:
https://singlecomm.cloudrecording.net/



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1. Home
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Once you are logged in, you are taken to the Screen Capture landing page:

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  • Enabled by default, users are directed to this home page at login
  • If deselected, users will be directed to the Call Listing page at login



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2. QC Dashboard
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This page and the following pages can be reached by clicking the icon in the left-hand navigation bar.

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*For more information on creating evaluation forms and performing Quality Control, click here.

 Not seeing the expected data here? Try adjusting the filter.
At the bottom of the page you can Show Call ID, and also click the dropdown to select a specific agent, or choose to show QC from All  users.



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3. Call Listing
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Select details for all calls are located here.

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 The Client Ref column is the equivalent of the Calls\ID in CX Explore!
If you wish to view the calls in CX Explore, the Client Ref will come in handy. Add it to Visible Columns by dragging it to the right. See section 9 for details on how to cross reference the calls.




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4. Customer Log
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Listing of all user actions on the platform. Columns can be sorted by clicking the column header or filtered by clicking the button to the right of the header.

  • Date of event
  • Log Type of event
    • Canceled Call
    • Created
    • Deleted
    • Downloaded
    • Emailed
    • Logged In
    • Logged Out
    • Played
    • Share Accessed
    • Shared
    • Stopped Call
    • Updated
  • User Name (Agent_Name)
  • Details- event type followed by Screen Capture-generated UserID (not Agent_ID)



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5. Reports
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A limited set of reports can be created from within Screen Capture.

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  • As you narrow the selections for your report, other options will appear


  • Once all parameters have been assigned, the Generate Report button will activate
  • Click it and your report will display


  • From here you can:
    • Create New Report
       Reports are not saved.
      Once you exit the report, it has to be rebuilt if you wish to view it again.
    • Download PDF
    • Print Report



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6. Client Heartbeats
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Shows all of the Sites that have been created under your client account.
*For more information on creating separate sites, click here.



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7. Quality Control
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This is where evaluation forms are created/edited/reviewed.

*For more information on the QC process, and step-by-step for creating a new evaluation form, click here.



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8. Settings
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This page is broken out into numerous sections. As most of the options are managed for you via your SingleComm Account Executive, only select items will be detailed here.

  • General
    *Only available to Super Admin users
  • Billing
    *Only available to Super Admin users
  • Sites
    • Multiple sites can be created, as long as enough licenses are available. More information on this is available here.
  • Users
    • Step-by-step instructions for creating users (QC users and/or Supervisors) can be found here.
  • Restricted Users
  • Agents
    • Listing of agents that have the Screen Capture software installed. This is what ties their calls to Screen Capture. Configuring agents is detailed here.
  • Assign Agents
    • Once an agent is created, this is where their Extension (Agent_ID) is listed
  • Groups
  • Extensions
    • Agent extensions (IDs) should first be input here so that they can be selected from the dropdown in Agent Details
  • Retention
    • Set the time limit for storing calls

      • Defaults to Never
      • To change, click the pencil icon

        • Click to deselect the Never Expire option
        • Type in a number of days and click Save

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  • Ip WhiteList
    • List of IP Addresses that are prevented from logging in to the platform



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9. Matching Calls from Screen Capture to CX Explore

If, after reviewing the audio/visual aspects of a call within Screen Capture, you would like more data, you can cross reference it in CX Explore.
*Screenshots are not accessible from within CX Explore.

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