Introduction

The “Record screen for this call” component allows capturing everything that happens on the agent's screen (along with audio and video call, if applicable) while handling a call. In other words: it generates a recording that unifies the agent's voice, video, and screen activities during the interaction. This can be useful for quality monitoring, auditing, training, or post-interaction review.

This type of recording offers a much more complete level of visibility than an audio recording alone, by recording exactly what the agent sees and does in their environment: internal tools, CRM, systems, screens with customer information, etc.

Configuration

• In the components panel under the “Basics” category, locate the icon corresponding to “Record screen for this call”. (It appears as an icon with a video recording symbol).
• Drag it to the point in the flow where the recording should begin. 
• Important: This component must be placed before any step that transfers the call to an agent (for example, a “Transfer to skill” component), so that the recording captures from the beginning of the call.
• Unlike other components, this one does not present a configuration window when selected.
• When the call enters and the routing point flow reaches the “Record screen for this call” component, wolkvox will begin capturing the session. The agent can attend normally; everything they do on their desktop will be recorded.

Accessing the screen recording

1. After the calls have ended, enter the “Data Monitor” section from the left side menu in wolkvox Manager.
2. Go to the “Monitor” tab. 
3. Use the available filters (dates, agent ID, etc.) to locate the interaction you are interested in.
4. Observe the “Screen recording” column: if it indicates “yes”, it means that call has a screen recording.

1. Right-click on the row.
2. Select “Play”.
3. “Video - screencbox” to play the recording.

The video player window will open.

Note: If you wish to save the recording, use the folder icon within the player to open the file location on your device.