Contents
- Introduction
- Access to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Interaction Records Search
- List of Interaction Records Search Criteria
- Global Interaction Identifier
- Agent Activity Search
- Quality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- 1 Screen Recordings
- Detail Reports
- Aggregate Reports
- General Information About Aggregate Reports
- Agent Performance Report
- Agent Time Allocation Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Team Operation Quality Report
- Team Performance Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Requested Skills Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Virtual Queue (Callback) Report
- Campaign in Time Report
- Dispositions in Time Report
- Telemarketing Compliance Report
- Email Service Report
- Agent Email Report
- Team Email Report
- Concurrent Users Report
- Carrier Usage
- Campaign Results
- Recordings Details
Screen Recordings
Your system may be configured to capture videos of desktop screens of some agents during their working sessions. For viewing of any part of an agent session recording, use the Agent Timeline view.
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.