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Talkdesk Screen Recording
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Talkdesk Screen Recording allows you to access a full view of the agent’s desktop activity while they’re handling phone calls, to ensure high-quality customer experiences and procedural compliance. 

Notes: 

  • If you wish to enable Screen Recording, you also need to have Talkdesk Quality Management enabled. 
  • Talkdesk's routing system and call recording must be configured in order to use Screen Recording.
  • Once Screen Recording is enabled, there is no notification to the agents/users. They will not know unless you inform them. 
  • Screen Recording is available in the Conversations app (Desktop App version only).
  • The minimum of additional bandwidth on top of the 100Kbps for Audio Calls is 500Kbps (not considering other apps running on the Desktop, and/or bigger screen resolutions).
  • The bandwidth required is proportional to the screen resolution. If you are using big resolutions across multiple monitors and even 4k, the minimum requirements should increase by about 2Mbps.
  • This feature is continuously improved to achieve the highest success rate possible when capturing the screen of the users. However, due to many reasons outside Talkdesk’s control (e.g., computer hardware, software configuration, or network conditions). 100% success rate of screen capture is not guaranteed
     

System and Network Requirements

To ensure optimal performance of Talkdesk Screen Recording and related communication clients, the following system and network requirements must be met:

  • Bandwidth: Each communication client requires a minimum of 1.5 Mbit/s upload and 1.5 Mbit/s download. This should be multiplied by the number of clients running simultaneously on the same network.
  • Packet Loss: Network packet loss during active communication must be less than 2%. Higher packet loss can lead to pixelation, frozen video frames, and in some cases, full connection loss. Video systems may automatically lower resolution and bitrate in response to poor connection quality.
  • Jitter: Network jitter should be less than 400ms during active communication to avoid disruptions.

  • CPU Usage: The hardware running the Talkdesk Desktop App should maintain CPU usage under 80% during screen recording. Exceeding this threshold can negatively impact video quality or cause disconnections. If needed, close unnecessary applications to reduce load. Video performance may degrade automatically if CPU usage is too high.

     

Enabling Agents for Screen Recording

Once Screen Recording is enabled for your account, you can choose which users will have their screen recorded by following the steps below: 

1. Open the app's settings [1].

2. On the Users tab [2] select the users [3] for whom you wish to enable Screen Recording.

3. Click on the Save changes button [4].

Note: If you don’t see all the users that you want to enable for Screen Recording, please ensure they are first selected/enabled in the Quality Management application by using the same steps.

 

How Screen Recording Works

When agents are enabled in the Screen Recording application, and they are on a phone call that is being recorded, their screens will also be recorded.

Note: Clicking pause/resume call recording will pause/resume the screen recording as well.

When agents have multiple monitors, the monitor on which the agent is actively working will be detected based on agent mouse movements/clicks, and we will record it, then switch (behind the scenes) as the agent switches from working on one monitor to another (one video is captured).

The screen recording finishes when the call ends. However, if After Call Work is enabled for the agents using Screen Recording, the screen recording will resume and continue until the “After Call Work” status is changed to another status, or until the After Call Work Timeout is reached, depending on what happens first. The video, without audio, will be added to the interaction and will be visible on the “Advanced Player” when accessing the related call.

 

Evaluating Calls with Screen Recording

You are  able to provide feedback related to a screen recording, by adding it to the timeline when evaluating a call:

Evaluating_calls_with_Screen_Recording_1-2..png

1. After clicking on the Screen Recordings icon in My Apps, you will be redirected to the Evaluations tab [1] from the Quality Management app.

2. Play audio in sync with screen recordings by clicking on the Show screen button [2]. Note: After clicking on this button, it will change to Hide screen instead.

Evaluating_calls_with_Screen_Recording_3-5..png3. You can click on the Expand icon [3] on the player to make the screen view larger. Note: This button then changes to a Shrink icon, to go back to the previous thumbnail view.

4. Click on the Open in new tab icon on the player [4], to open the screen recording playback in a new tab. Note: This new tab can then be moved to a second monitor so that the call recording can be played and evaluated on the first monitor, and the screen recording can be viewed in full-screen mode on the second monitor.

5. To close the screen recording, select the Hide screen icon [5].

 

Standalone Recording Playback Page

You can access a standalone playback page for screen recordings.

How to access it:

  • Activities > Activity Details > Screen Recording > click the “Open in new tab” icon.

This new page lets you view screen recordings, audio recordings, and transcripts (if available) in a single, unified view.

 

Troubleshooting

What if the user’s network causes Screen Recording to fail?

Screen Recording may fail if the user’s network blocks the traffic required by Talkdesk’s screen recording provider (Eyeson). In this case, please verify that the required IPs and ports are allowed based on the Eyeson service region in use.

 

Eyeson EU

Important Note: This setting determines the data processing location for Eyeson services and is independent of your Talkdesk account region. Currently, most customers use the EU service region.

If the issue persists, ensure the following IP addresses are whitelisted. You can verify them using commands such as nslookup streamrec.eyeson.com and nslookup nuts.eyeson.com.

Resolved IP addresses:

IPv6 support:

For IPv6 clients, streaming endpoints are within the following range:

  • 2a05:d014:a2d:8e00::/56

Network requirements:

  • For the best streaming performance (in terms of bandwidth and latency), UDP traffic should be allowed to any destination. If that is not possible due to, e.g., company network policies, it is highly recommended to whitelist outbound traffic on port UDP/3478, TCP/3478, and TLS/443 to our relay/TURN servers.
    • 52.48.220.172
    • 52.213.100.245

You can confirm that these IPs have not changed by checking the Minimum Required Streaming Setup documentation.

Connectivity check:

When opening the following URLs in a browser:

You should see a blank page with the message “404 page not found”, which confirms the endpoints are reachable and not blocked.

 

Eyeson US

Important Note: This also controls the Eyeson data processing location and is independent of your Talkdesk account region. Most customers still use the EU service region.

If the issue persists, confirm that the following IPs are whitelisted. You can verify them using:
nslookup streamrec-td-us.eyeson.com and nslookup turn-td-us.eyeson.com.

Resolved IP addresses:

IPv6 support:

For IPv6 clients, streaming endpoints are within the following range:

  • 2600:1f18:2a35:8f00::/56

Network requirements:

  • For the best streaming performance (in terms of bandwidth and latency), UDP traffic should be allowed to any destination. If that is not possible due to, e.g., company network policies, it is highly recommended to whitelist outbound traffic on port UDP/3478, TCP/3478, and TLS/443 to our relay/TURN servers.
    • 3.230.210.138
    • 18.209.2.67

Again, these IPs can be verified against the Minimum Required Streaming Setup documentation.

Connectivity check:

When navigating to:

A blank page displaying “404 page not found” indicates that the endpoints are reachable and not blocked.

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