screenrec

Agent Screen Capture

ScreenREC monitors and captures agent screens, providing a company with the means to evaluate the performance of individuals or groups of contact center agents throughout the organization. ScreenREC provides a full view of customer interactions when paired with ZOOM CallREC.

Meet ZOOM ScreenREC

A visual record of the tasks performed by the agent is an important aid to measure and raise the quality of services provided by a contact center. Screen recordings will not only deliver valuable information about agent’s behavior, but also provide information about the work flow process of the internal systems. Use the screen recordings together with voice recordings for quality management, coaching and training purposes.

Why capture agent desktops?

Methodical

  • Evaluate agent's professionalism, skill sets and usage of back office applications.
  • Improve call handling times
  • Increase First Call Resolution (FCR)

Precautionary

  • Detect weak points in using internal systems and applications

Protective

  • Ensure agent focus on assigned responsibilities
Agent desktop recordingAgent desktop recording
icon-movie

Customer Interactions as a full featured movie

Record agent screens together with the call

Synchronize call and screen recordings. Record and play back the synchronized interaction to get a full view of the agent / customer interaction

icon-adminGet the whole picture

Integration with contact center solutions

ZOOM ScreenREC, paired with ZOOM CallREC, integrates with Cisco Unified Contact Center Express and Enterprise as well as Genesys Customer Interaction Management Platform, allowing you to monitor and record the complete session from the start of the initial call to last 'wrap up’ activity.

icons-productsAccess and evaluate all interactions from one interface

Integration of ZOOM CallREC, ScreenREC and ScoreCARD

ZOOM ScreenREC is integrated with ZOOM CallREC and ZOOM ScoreCARD and a single interface can be used to define call and screen recording rules, to search and replay recorded interactions.

More Features

Recording Options

Record up to 4 screens per PC and define flexible recording rules based on:

  • Call – when accepting and terminating the call
  • Wrap-up – from the acceptance of the call until the wrap-up is finished
  • On-Demand – during or on completion of the call

Flexible configuration

Use flexible and percentage based recording rules allowing you to record 100% of the calls together with a configurable percentage of agent screens. Choose the number of recorded screens (up to 4 per pc) and the required video quality to meet your bandwidth and storage requirements.

Encryption

Recorded screens are encrypted when required to meet compliance (eg PCI-DSS) requirements.

Pause and Resume support

To fully comply with PCI-DSS (and other payment cards and financial industry requirements) ScreenREC offers ‘pause’ functionality that can be triggered anytime so that no sensitive data visible on an agents desktop will get recorded and stored. The screen recording session can be resumed afterwards.

Integrated and synchronized playback

Recorded calls with captured screens are clearly marked with a small “film” icon. Play the synchronized audio call and video screen recording simultaneously.

Standard recording format

Screen recordings are saved in the MPEG 4 target format, supplying you with a high quality video recording.

Lifecycle Management

ZOOM MultiMedia Lifecycle Management offers the flexibility to manage screen recordings separately to meet requirements for archiving recordings for longer periods of time.