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.

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/

1. Home

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

This home page consists of 5 tiles:

Calls Counter- totals broken out by time increments
- Last Hour
- Calls Last Week
- Calls Today
- Total Calls
- Calls This Week
- This Month
Storage Usage- percentage of storage in use/ actual storage vs. allocated storage hours
Call Volume- number of calls over a selected time frame
- This can be adjusted by clicking the dropdown and choosing a different parameter
  - Last 14 days [default]
  - Last 4 Weeks
  - Last Six Months
Calls Statistics- per user actions taken over a selected time frame
- This can also be adjusted by clicking the dropdown and choosing a different parameter (same as above)
Security Alerts- per user actions listed by timestamp/event type
- Click View User to see a detailed list for individual users

*Tiles can be made wider by clicking in the bottom right corner of the tile and dragging left/right.

You may also deselect the option to Show this page at login

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

2. QC Dashboard

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

This dashboard consists of 2 tiles:

QCs Completed- number of QC evaluations performed in the selected time frame
- This can be adjusted by clicking the dropdown and choosing a different parameter
QCs Score Averages- average QC evaluation scores for the selected time frame
- This can also be adjusted by clicking the dropdown and choosing a different parameter (same as above)

Below that is the Quality Control section. From here you can:

Click Begin Quality Control to perform an evaluation
In the listing of calls that have been evaluated, the following info is shown
- Call ID
  This is a Screen Capture generated ID number only.
  This number does not correspond to the Call_ID or Session_ID that is used for reporting. Calls must be matched up using Agent/date/time data.
- Evaluation Form- name of QC form* used
- Agent- name of evaluator
- Call Date
- QC Date- evaluation date
- Score- overall percentage
- Nom. Score- nominal score percentage

*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.

3. Call Listing

Select details for all calls are located here.

From this page, you can:

Press Play to listen to the audio of the selected call
- call entries can either be highlighted
  
  or selected via their checkbox
View additional call information

*The information displayed here is related to the Screen Capture platform. Not all fields are available for all calls. Utilizing the Report issues with call button does not relay your comments to SingleComm, but to the third party that hosts the site.
Search the call list- the listing of all calls can be filtered by the following parameters:
- Time frame
  - Today
  - This Week
  - Last Week
  - This Month [default]
  - This Month to Date
  - Last Month
  - This Year
  - This Year to Date
  - Last Year
- Extension
  - This is the Agent_ID
- Agent
  - This is the Agent_Name
- Number
  - This is the Customer's phone number

Access the Call Details
This is where the screenshots for the Screen Capture are stored!
- This is also where you can share calls!
  - From the menu bar across the top of the page, click Share
  - Fill out the Share Call page, selecting any options you wish to include
    - Click Share to send the email with the link to access the call
Play call audio
Filter by Call Type
*At this time, the only call type supported is Voice
Filter by Start Time
Filter by Call Duration
Filter by Extension (Agent_ID)
Filter by Agent (Agent_Name)
Filter by Customer Phone Number
Filter by/add Flag status
- click to enable/disable flag
Filter by QC Value
- Calls that have been evaluated will appear with a check mark
Filter by/add Call Notes
Filter by Call Direction
- Incoming
- Outgoing
Download an MP3 of the call audio
Perform bulk actions on selected calls:
- download audio
- delete
- download XLSX Call Listing Export
Show pending calls
Edit columns

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.

4. Customer Log

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)

5. Reports

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

To build a report, click Create New Report

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

6. Client Heartbeats

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

7. Quality Control

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.

8. Settings

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

Running low on storage? Set an expiration date for call retention!

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

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.

From Screen Capture:

Browse to Call Listing\ Call Details of the call you wish to look up
On the Call Info tile, copy the Client Ref number:

In CX Explore:

Browse to the Calls Explore in the CX Explore model
Create a report using Calls ID as a filter, with the Client Ref as the Value
Add any dimensions/measures that you wish to view:
Click Run to generate data

Using Screen Capture[a,l]