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9bx user guide

Team performance

Screen recordings

Record agent screens during calls and chats for quality and compliance, with consent, privacy controls and a full audit trail.

Contents

What it is for

Screen recordings show what the agent did on screen during an interaction, to coach, resolve disputes and prove compliance. Every view and download is audited.

Who can use it

Permission Lets you
View Open the list, watch recordings, place or release a legal hold, download.
Manage Change the Recording policy and purge recordings.
Request Ask an agent to record their screen.

Where to find it

PBX & Call Center → Team performance → Screen recordings. Policy: PBX & Call Center settings → Recording policy.

Recording policy

Setting Meaning
Recording mode Off (nothing is recorded), Every interaction, A sample (a percentage; the same call always gets the same answer) or On request only (a supervisor asks and the agent accepts).
Share recorded The percentage for sampling.
Channels Calls, chats or both.
Longest recording Capture stops at this length.
Private pages Capture pauses while the agent is on a page whose address starts with one of these.
Keep recordings for After this the video is deleted; a legal hold keeps it.

Each agent must agree in their browser's share dialog every time. Nothing is recorded without that consent.

The recordings list

Columns: Agent, Started, Call or chat (opens the interaction), Length, Why recorded (Every interaction, Sampled, Supervisor request), Status (Recording, Processing, Ready, Failed, Purged) and the number of pauses.

Open a recording to see Agent screen with Load the screen recording, Match audio position (syncs with the call audio), Paused time, Call history and the Access audit (who started, watched, downloaded, purged, requested, held or released it).

Button What it does
Download Saves the video; recorded in the audit log.
Place legal hold / Release hold A held recording is never deleted by retention.
Purge Deletes the video for good after confirmation. The audit trail is kept.
Ask an agent to record Sends a request; the agent can decline.

What agents see

  • A prompt "Record your screen?" explaining that only the screen or window they choose is recorded, only until the interaction ends.
  • A red indicator "Recording your screen" with Pause recording, Resume recording and Stop recording. Private pages pause it automatically ("Paused: private page").
  • On a supervisor request: "Screen recording requested" with Accept or Decline.
  • If the browser's share dialog is refused, nothing is recorded.

Tasks

Record a sample of calls

  1. Open Recording policy.
  2. Set Recording mode to A sample, Share recorded to 10%, channels Calls.
  3. Add private pages such as /settings/billing.
  4. Set Keep recordings for 30 days and save.

Ask an agent to record a call

  1. Set the mode to On request only.
  2. Press Ask an agent to record, choose the agent and press Send request.
  3. The agent presses Accept on their next call or chat.

Watch and hold a recording for a dispute

  1. Open Recordings, open the item.
  2. Press Load the screen recording and watch with Match audio position.
  3. Press Place legal hold so retention cannot delete it.

Example scenario

A customer of Padma Net Support disputes a plan change. Nusrat opens the screen recording linked to the call, sees exactly which screens the agent used, places a legal hold and shares the finding with the manager.

Tips

  • Tell agents the policy in writing; consent is requested each time anyway.
  • Mark payment, password and personal-data pages as Private pages.
  • Use the shortest retention that satisfies your rules.

Troubleshooting

Problem Fix
"No screen recordings" The policy is off or no agent has worked yet.
Status Failed The capture did not upload. Ask the agent to try the next interaction.
Recording is Purged "The video was purged after its retention period. The audit trail is kept."
Agent is not asked The browser's share dialog was refused, or the mode is On request only.
Cannot delete a recording Release its legal hold first.