Introduction

wolkvox Screen Recording allows you to see, understand, and back up each conversation with a superior level of detail: not only can you hear what was said, but you can also observe what happened on the agent's screen during the interaction. This facilitates audits, quality control, process compliance, and operational analysis, with a unified playback file.

Configuration

Enable Screen Recording in wolkvox Manager (Service Enablement)

1. Go to "Configuration" from the top-right menu (gear icon).
2. Go to the "General" tab.
3. In the "Screen Recording" section, check the "Enable Screen Recording" box.
4. Click "Save Configuration."

Define the Recording Percentage

In the "Recording Percentage" field, select what percentage of your operation's calls will have screen recording (e.g., 30%, 60%, or 100%).

Practical Recommendation: Start with a moderate percentage if you are validating storage capacity and internal policies; then adjust according to your quality and compliance strategy.

Configure Recording from the Flow (wolkvox Studio)

Once the functionality is enabled in Manager, you need to define the start of the recording in your voice flow.

To do this, you must:

• Build or edit a Voice (IVR) routing point in wolkvox Studio.
• Incorporate the corresponding component within the flow before passing to the agent or agent queue to start the recording when the call passes through that point.

The detailed configuration of the "Record Screen for This Call" component is officially documented here: [Click here]

Pause and Resume Recording (Privacy Scenarios)

In scenarios where there is sensitive data or moments when screen information should not be recorded, you can control the recording directly from the flow.

To do this, you can use the components:

• Pause REC.
• Unpause REC.

The official documentation for their use and configuration can be found here: [Click here]

Additional Resource: Configuration Video Tutorial