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.

Technical specifications

Technology

Runs on agent desktop as a native Windows application
Prepared for hosted environments thanks to small and efficient format for uploading captured content
Fully supports capturing of multi-screen workstations
Direct upload to the recording server via HTTP(S)

Desktop PC platform support:

Windows XP SP2/SP3, Windows Vista, Windows 7 (x86/x64) (a P4 family processor is required)

Integration

ZOOM CallREC – recording rules and media life cycle management
Contact center integration (Cisco UCCE/UCCX, Genesys CIM Suite)

Video codec

H.264
MPEG4-2

Optimized Transfer Protocol

This protocol developed by ZOOM is based on the principle of transferring only the changed part of the screen and not the full screen. This encoding mechanism consumes very limited bandwidth when only a small portion of an agent's screen changes between consecutive frames.

Encoding on Demand

Captured content is stored in an intermediate format and can be processed in batch mode or on demand. When a user requests to replay a recorded interaction, ScreenREC Media Encoder will process the recorded video and interleaves it with the corresponding audio (recorded call). Original unprocessed intermediate format may be kept and archived (because of it smaller size) while transcoded video file can be used only for immediate replay.

Bandwidth and video quality

The quality of recorded video and resulting bandwidth usage (usually between 100 kbps and 250 kbps) depends on the configuration of the Screen Capture Client and the used compression settings on the server.

The parameters that influence video size and quality include:

Frames per second: Frame rate for “scanning” the agent screens and detecting the changes
Key frame rate: Force a lower or higher key frame rate in order to improve options for search or further processing
Maximum upload bandwidth: Maximum allowed bandwidth for uploading the intermediate format. If the threshold is crossed, the client automatically lowers the quality of the captured content to save bandwidth
Maximum recorded screens: Choose whether to record only the primary agent screen or multiple screens available
Maximum screen width and height: Maximum allowed resolution
ScreenREC downscales the dimensions if the threshold is crossed
Scale factor: The original image is downscaled by the given ratio
Minimum image difference: Minimum difference threshold between the current sample and the previous sample. The screen is divided into many small “tiles” and every tile is processed separately
Regions count/region size: Size of the “tiles” or regions in which the screen is divided
Captured screen quality: Compression quality of every difference in regions that have to be transferred

Desktop Virtualization Support

ZOOM ScreenREC supports desktop virtualization platforms – Windows Terminal Services and Citrix XenDesktop.

Thin Client

ScreenREC Capture client can be either installed as a windows service or can be invoked from an agent desktop application using Java or .NET interface. In such a case nothing needs to be installed on agent desktop, the capture client gets downloaded from the agent desktop, runs in current user session and disappears after agent logs out from the desktop.