[ACD] Using Agent Screen Capture (for Agents)
- Kathleen Glica
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.
It is assumed that the agent is logged in to the ACD and ready to take calls and that a Supervisor has enabled and configured the Screen Capture feature for the campaign.
How to Enable the Screen Capture Feature to Record Your Calls:
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.
This pop-up will only be shown once.If you select Block on this pop-up, you will need to re-enable access. Those instructions are listed below.
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 deactivatedSelect 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
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.
➡️ Once enabled, the Screen Capture feature will remain on until you navigate away from, or log out of the Agent Console.
➡️ Agents will be presented with the “Select Screen” prompt on every login when clicking Available, if they are activated for campaigns that require Screen Capture.
Re-enabling/Unblocking Screen Capture
If you selected Block on the initial pop-up, you will be redirected to the Agent Screen Capture Help screen where you will see step by step instructions on how to allow access for the feature to record your calls.
To re-enable Screen Capture:
Make yourself Available to take calls
Click OK on the permissions pop-up to allow access to your displays
Click the “lock” icon on your browser
Click to toggle ON the Window management option
If prompted, click Reload to update your updated settings before making yourself Available again for calls
