It’s difficult for contact center supervisors to get a complete understanding of agent performance simply by listening to agent conversations, without actually seeing what’s on their desktop.
ZOOM Screen Capture is here to help. It captures activity on agents’ screens for monitoring and playback, so it’s easy to identify agent strengths and weaknesses during the conversation and provide targeted coaching and training for improvement.
We put together eight tips how to make the initial setup of ZOOM Screen Capture bullet-proof for you:
1. Recording rules.
Upload the Screen Capture license and set recording rules. Always make sure that you have at least one rule with capturing screens. We recommend capturing 100% of screen activity, otherwise screens will be captured with random calls.
For increased stability, back up the Screen Capturing structure, and use High Availability. You can back up to an unlimited number of servers, just don’t forget to use a comma to separate the IP addresses for your machines.
3. Starting mode.
You have two options to start the Screen Capture client – in “service mode” or in “standalone mode.” The service mode uses your Call Recording web interface. Go to Settings > Configuration > User Setup > Plugins, and download the .msi installer. The standalone mode uses a Call Recording server URL, like http://SERVER_URL/callrec/plugins/screenrec-client-binary-5.x.x.exe.
If you can’t find the Screen Capturing process running on your Windows OS, type ScreenRECService.exe.
4. Default port.
The default port for Screen Capture is 7003 (see /var/log/callrec/screenrec.log file). It can be changed only in standalone mode. Use the following command for every agent’s PC in the single server deployment: ScreenCapture.exe -agent jsmith -host 192.168.10.11:5432. Each host can have an optional port appended after a colon (:). If no port is specified the default port value of 7003 is set. You can add multiple hosts one after the other, with specified ports. Remember: don’t make changes on the Screen Capture server itself.
Keep in mind that pairing desktop and phone IP addresses is different for Cisco and Genesys recording environments. Each agent’s desktop PC and IP phone must be associated, or paired, with each other. This setting tells Screen Capture which desktop to record with which call. There are four different methods of configuration depending on the filter setting, and three of them can be used in a Genesys environment:
XML Resolver (Cisco, Genesys)
Agent ID Resolver (Cisco, Genesys)
Property Resolver (Cisco, Genesys)
IP to IP Resolver (Cisco)
5. IP addresses.
Remember, when pairing phone IPs and desktop IPs, configure these IP addresses not only with web interfaces, but also CLI. The server has to be able to resolve the IP to hostname and vice versa. This can be done either by connecting the server to DNS, or manually editing the /etc/host configurations file.
With every upgrade from older versions remember to reinstall the Screen Capture client with a new one.
7. Uploader port.
In case you need to, the default port 8080 for the uploader can be changed easily. In the configuration file for Screen Capture (screenrec.xml), set a different uploader port for security or any other reason. If you want to change it to, for example, 7005, simply redirect the default 8080 to 7005 in the IP tables. That’s all there is to it.
8. “Call on Hold” and “After Call Work.”
Screen Capture depends on recorded calls, as it uses the same coupling structure as Call Recording. When the call is on hold, screen recording also stops. It’s possible to set it to record the screen during this pause with the Stop Setting parameter in Screen Capture Communicator. If you select the OnEndCouple stop method, the “on-hold” screen will be connected to the first couple of the recorded call. Remember to set the Stop recording after a delay of anywhere from 45 to 60 seconds.