Note: This feature is available in Preview for select customers.
The Screen Recording for Digital Channels feature extends Talkdesk’s screen capture capabilities to digital interaction workflows, starting with Chat, SMS, WhatsApp, and Email. By pairing text interaction transcripts with visual screen recordings of the agent’s desktop, supervisors and Quality Management (QM) evaluators gain comprehensive visibility into agent actions, UI navigation, and handling procedures during active interactions and After-Call Work (ACW).
- Prerequisites and Permissions
- Key Capabilities & Recording Lifecycle
- Viewing Screen Recordings
- Frequently Asked Questions (FAQ)
Prerequisites and Permissions
To utilize Screen Recording for Digital Channels, ensure the following requirements are met:
- Installed Client Application: Agents must have the Talkdesk Screen Recording desktop application installed and active on their workstations.
- Role Permissions: Users reviewing recordings require standard Talkdesk permissions for accessing Activities and QM Evaluations.
Key Capabilities & Recording Lifecycle
1. Automatic Recording Trigger
- Start: Screen recording begins automatically as soon as an agent accepts and connects to an incoming or outbound Chat or WhatsApp interaction.
- Duration: Captures all on-screen activity throughout the active conversation phase and continues through the After-Call Work (ACW) state.
- End: The recording session automatically finalizes once the agent completes the ACW stage.
2. Interaction-Scoped Isolation
- Screen recordings are strictly tied to individual interaction IDs rather than general agent desktop sessions.
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If an agent handles concurrent digital conversations or switches focus between multiple interactions:
- Recording pauses or stops for Interaction A.
- Recording starts or resumes for Interaction B.
- This ensures that visual recording logs remain secure, accurate, and free of extraneous activity from unrelated interactions.
3. Multi-Screen Environment Support
- In multi-monitor setups, all agent screens configured for recording are captured simultaneously during the active interaction segment.
4. Segmented & Reopened Interactions
- For interactions involving transfers or reopened WhatsApp conversations, each session segment generates a distinct screen recording.
- When viewing the interaction, all related recording segments are presented in chronological sequence with explicit timestamp markers.
Viewing Screen Recordings
Access via Activities
- Navigate to Talkdesk Activities.
- Select the desired Chat or WhatsApp interaction record.
- Locate the Screen Recording entry.
- Click the recording link to open the playback page in a new window.
Access via Quality Management (QM) Evaluation
- Open Talkdesk Quality Management and select the evaluation form for the target digital interaction.
- In the evaluation workspace, locate the embedded Screen Recording player panel alongside the interaction transcript.
- For multi-segment interactions, select from the chronological list of recording segments to review each phase of the customer journey.
Frequently Asked Questions (FAQ)
Q: Are additional permissions required for supervisors to view digital screen recordings?
A: No. Access automatically aligns with existing Talkdesk Screen Recording and QM Evaluation permission policies.
Q: What happens if a customer reopens a WhatsApp interaction after it was closed?
A: A reopened WhatsApp conversation is treated as a new interaction session and generates a separate, distinct screen recording.