Configuring and using screen recording for Quality Management

Quality Management’s screen recording feature allows agent screens to be recorded during voice interactions to better identify opportunities for coaching and improvement. Quality Management supervisors can download, review, and share captured video of up to two monitors used during an agent’s voice interaction from the interaction’s details page. Data retention policies and roles pertaining to screen recording are customizable, enabling broad control over screen recordings within Quality Management’s ecosystem.

Requirements for configuring and using screen recording for Quality Management

• Pro, Business, or Education account
• Quality Management license
• Account owner or admin privilege (to configure screen recording settings)
• Interaction and evaluation review permissions (to view screen recordings)
• Zoom Contact Center license
• Zoom Contact Center voice or video recording enabled

Limitations of screen recording for Quality Management

• Only the first two monitors are captured by the screen recorder
• Agents not using the Zoom Workplace app will not be recorded
• Voice interactions are the only interaction types that trigger the screen recorder

How to enable screen recording for Quality Management

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Settings.
3. Click the Quality Management tab, then Interactions - Contact Center.
4. Click the toggle for Allow Agent Screen Recording.
   This will enable screen recording for Quality Management users.
5. (Optional) Click Edit in the data retention section to change the data retention settings for screen recordings, choosing from a minimum retention of 1 day to a maximum of 10 years.
6. (Optional) Click the checkbox for Display a banner to the agent in the client when their screen is being recorded to notify agents that the screen recorder is active during their interactions.

How to configure screen recording roles for Quality Management

1. Sign in to the Zoom web portal.
2. In the navigation menu, click User Management, then Roles.
3. Click the Quality Management tab.
4. Click the Edit  icon for the role you wish to edit.
5. Under Interactions, configure the following permissions:
   • Allow Agent Screen Recordings (the screen of a user with this role will be recorded during applicable interactions if the Allow Agent Screen Recording account setting is enabled).
   • Delete Agent Screen Recordings (the user has the ability to delete screen recordings).

How to view Quality Management screen recordings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management, then Interactions.
3. Click the voice interaction with the screen recording you wish to view.
   Note: Screen recordings are processed separately from voice recordings; there may be a delay in availability. If a screen recording is available, the screen recording  icon will be present.
4. Click Delete screen recording.
5. From the interaction details page, you may perform the following actions above the player:
   • Click the pop-out  icon to decouple the screen recording player into its own window. The pop-in  icon or  Merge back button will merge the player back into the original window.
   • Click the download  icon to download the screen recording.
   • Click the expand  icon to view a full-width video player for the screen recording. The collapse  icon will return the player to its original width.
6. From the interaction details page, you may perform the following actions below the player:
   • Control the media player with play  and pause  buttons.
   • Skip  or rewind  the player by 15 seconds.
   • Skip to the next speaker  in the interaction.

How to delete Quality Management screen recordings

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Quality Management, then Interactions.
3. To the right of the interaction you wish to delete, click the ellipsis .
   Note: Screen recordings are processed separately from voice recordings; there may be a delay in availability. If a screen recording is available, the screen recording  icon will be present.
4. Click Delete screen recording.
   Note: Deleting an interaction will also delete the associated screen recording.