Symptom/Need You want to record agents' screens for a specific amount of time for monitoring or analysis.

Context/Scenarios Screen recording allows you to record the activity on the agent's screen while they are answering calls. This can be useful for quality control, training, or audits.

Answer (Solution/Recommendation) To enable screen recording in Wolkvox Manager:

1. Head to the top right and access General Settings .
2. Enter the General section .
3. Check the "Enable screen recording" box .

Once enabled, screen recording will be automatically applied to agents. Additionally, you can define the recording percentage , i.e. how many calls will be screen recorded.

• If you set it to 50% and make 10 calls , only 5 calls will be recorded .
• You can adjust this percentage between 10% and 100% from the drop-down menu.

Note: This service has an additional cost.

If you need more information, please contact your customer in charge or the assigned implementer.