FAQ. Agent Screen Recording

This document contains answers to common questions about agent screen recording, how the Webitel DeskTrack application works, connecting to an agent’s screen, and creating workplace snapshots.

Webitel DeskTrack Application

How is the agent’s screen recorded?

The agent’s screen is recorded using Webitel DeskTrack.

What is Webitel DeskTrack?

Webitel DeskTrack is a standalone application that provides:

• screen capture and transmission;

• screen snapshot creation;

• screen recording during calls;

• the ability for a user with screen access permission to connect to the agent’s screen in real time.

Who develops Webitel DeskTrack?

Webitel DeskTrack is developed in-house by Webitel.

Installing Webitel DeskTrack

• Webitel DeskTrack is installed on the agent’s workstation.

• To use screen recording, all users must be on the same network.

• During recording, each of the agent’s monitors is recorded.

System deployment requirements for Webitel DeskTrack

Webitel DeskTrack is supported only in On-Premise deployments. The application is not supported in cloud solutions.

Supported operating systems

Only Windows is supported. Other operating systems are not supported.

Call audio recording

When screen video recording is enabled, the audio of the conversation between the agent and the customer is also captured.

Call video recording works independently of whether call audio recording is enabled.

When is the agent’s screen recorded?

The agent’s screen is recorded during a call. The settings are configured in the call flow schema or in the queue.

agent sign-in to Webitel DeskTrack

To sign in to Webitel DeskTrack, the agent uses the same login and password as for Webitel.

Webitel DeskTrack authorization duration

• The authorization period is 1 week. After this period ends, the user must sign in again.

• If the computer has been turned off and then turned on again, the user must sign in again.

Video capture and processing

Video capture and streaming are performed on the PC. Video processing takes place on the storage side.

Video recording parameters

• video format: MP4;

• video codec: H264;

• video is recorded in Full HD; the resolution can also be configured separately in the configuration file;

• file size depends on the settings and averages about 7 MB per minute, at up to 30 frames per second.

Record storage and deletion

• The recording is stored on disk storage and then transferred to S3 cloud storage.

• Video retention and deletion settings are configured in Webitel under Storage policies (Integrations).

Video Recording and Connecting to the agent’s Screen

Is it mandatory for the agent to sign in to Webitel DeskTrack?

If the Monitor agent screen option is enabled in the agent or team settings, the agent will not be able to work in Webitel Workspace until they launch Webitel DeskTrack and sign in to it. The system will display a corresponding message.

Settings required to connect to the agent’s screen

1. Open Permissions → Roles.

2. Select the required role. On the Role permissions tab, add the Control agent screen permission.

3. After that, users with this role will be able to connect to the agent’s screen in the agents section.

4. During the connection, screenshots can be taken and agent screen recording can be started manually.

Settings required for automatic agent screen recording

1. Enable the Monitor agent screen option for the agent or team.

2. In the call flow schema or in the queue parameters, specify the variable wbt_record_screen=true. The queue setting has higher priority.

3. Result: recorded calls are saved in History and agents (Supervisor).

The agent closed the Webitel application.

If the agent closes the Webitel application, the session in the Webitel DeskTrack app remains active. The ability to connect to the agent's screen is preserved.

agent signs out of Webitel Workspace while a user with access rights is viewing the screen

A user who is already connected will continue to see the agent’s screen.

Connecting to the screen of an agent who is not in Webitel Workspace

A user with screen access permission can connect to the agent’s screen if Webitel DeskTrack is running on the agent’s device and the agent is signed in to it.

Disconnecting a user with access rights from the agent’s screen

Recording stops at the moment of disconnection and is saved.

The agent lost connection to Webitel DeskTrack

• The agent will be moved to Offline status.

• The agent will need to sign in to the application again, and the system will display a corresponding message.

A user with access rights starts screen recording while automatic recording is already in progress

• A second recording will not start. The user with access rights will see a corresponding message.

• After the automatic recording is finished, manual recording can be started.

• If a user with access rights is performing manual agent screen recording and a call arrives that must be recorded according to the queue or schema settings, then two agent screen recordings will be created.

The Monitor agent screen option is enabled for an agent who is already working in Webitel Workspace

If the agent is not signed in to Webitel DeskTrack, the system will move them to Offline status and display a message that they need to sign in to Webitel DeskTrack.

Loss of connection to Webitel DeskTrack during a call

If the agent is on a call when the connection to Webitel DeskTrack is interrupted for any reason, the call will continue, and the agent will be able to complete post-processing data entry. After that, the agent will see an error window stating that they need to sign in to Webitel DeskTrack.

The agent’s screen recording will stop when the connection to Webitel DeskTrack is lost and will be saved in the system.

Viewing and downloading video recordings in the Webitel interface

Viewing and downloading video recordings is available in:

• the History application, if the recording was created automatically;

• the agents (Supervisor) application, for manual and automatic video recordings.

agent Workplace Snapshots

Snapshot names

• The screenshot name is assigned automatically by the system.

• Manual naming of snapshots is not supported.

Impact of automatic snapshots on system performance

Automatic snapshot creation does not affect the overall performance of the Webitel system.

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