You are right, The blank screen confused the viewer. Secondly, even if we select the second user, it starts from beginning. Logically it is correct. they are two in dependent screen but for a viewer who do not understand the technology, it looks like a blank screen.
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Venkatachari Krishnamachari
Skylux Inc
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Original Message:
Sent: 08-08-2023 09:23
From: Abdallah Soliman
Subject: How to enable screen recording to capture on the transferred agent screen
That was really handy , i didn't notice this drop down to see the second agent .. Thanks Alot Jason, now i see screen recording working for both agents.
but i beleive better to have one single screen for both agents for the same call, like audio recording.
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Abdallah Soliman
Orange Business Services S.A.Senior Solution Consultant
Original Message:
Sent: 08-08-2023 08:21
From: Jason Lorden
Subject: How to enable screen recording to capture on the transferred agent screen
Hi Abdallah,
If you checked the setting that Robert noted in the previous post, it should be recording the screens assuming the reps are in a recording policy that has the Initiate screen recording option selected.
You may know this already, but I didn't when we first started to capture screen recordings. Not only do you have to arrow over to the screen recording Playback in the interaction and click View Screen Recordings, but you also have to select the agents screen that you want to watch. By default, it will show the initial agent that is given the call, but if you go up to the top of the playback window and click on the agent's name, you will see a drop down for the other agents on the call and if you click on their name, the screen playback will change to the selected agent.
Hope this helps!
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Jason Lorden
Independent Health Association, Inc.
Original Message:
Sent: 08-07-2023 04:14
From: Abdallah Soliman
Subject: How to enable screen recording to capture on the transferred agent screen
hi,
did you find a solution for this ?
as i have the same prob that transferred call is not Screen Recorded although Audio was recorded.
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Abdallah Soliman
Orange Business Services S.A.Senior Solution Consultant
Original Message:
Sent: 02-06-2023 22:47
From: LESLIE FONG
Subject: How to enable screen recording to capture on the transferred agent screen
Hi, when the agent A received inbound call we get audio and screen recording. But when the call is transferred to agent B, it capture the audio but not the screen, background is still showing Agent A screen until the call with Agent B end. Is there a policy to enable this feature to record all screens for transferred calls. Can someone share how this is done. Thanks.
#SystemAdministration
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Leslie
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