Screen capture is a great way for contact centre managers to do quality control and provide better coaching. An easier way to record, evaluate, and coach
Managers can then expand the call details to view the call transcription, playback audio, and toggle over to the screen capture recording (with the ability to toggle between video recording and transcription). When an agent starts taking calls (or placing them) their entire screen will be recorded until they complete the call and hang up.Īfter the call ends, the screen recording, along with the Voice Intelligence call transcription, is automatically saved to Dialpad and can be accessed from your call history.Ĭalls that have had their agent's screen recorded will show a video icon next to them, making it easier for managers to spot in their list. Changes are implemented in real-time and they can start capturing agents' screens during calls right away. How does screen capture work?Ĭontact centre managers can toggle on this feature for each contact centre they manage, right from their Dialpad web portal. With Dialpad Ai Contact Centre, managers can capture and record agents’ screens to review details of their workflow and provide the tailored support that their agents need.
Working in a contact centre involves many highly complex business processes, and just listening to agents’ conversations can rarely provide a comprehensive, 360-degree understanding of their performances.
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