Setting Up CxCapture
CxCapture provides the capability to record screen activities on user workstations. CxCapture features integrate with the CxRecord feature package. Screen recordings, sometimes called screen captures, are regarded as another form of recording, so CxRecord search, playback and quality management features are used with screen recordings.
Briefly, the CxCapture feature package has these configuration needing to be made:
- CxEngage: The CxEngage tenant system has a few settings to be made:
- User Profiles: REQUIRED. ALL users in the tenant that are to be screen recorded will need a "discriminant" entered into the new Workstation ID field of the profiles. If nothing is entered, there are no screen recordings made of that workstation.
- Flow Defaults - Settings: There are flow default settings that enable and control of screen recordings.
- User PC workstations: All user PC-based workstations being screen recorded will get PROXY Pro Host Workstation software installed and configured. This support software controls the screen recording connection between the workstation and the CxCapture PROXY Pro Gateway. Screen interaction records and media files are sent to storage, just like audio recordings.
CxCapture Configurations include:
- CxEngage Flow Defaults > Settings - Recording parameters for screen recording:
- Conference 3rd Party Recorder: Enabled. Enables use of a third party recorder to record your interactions instead of an integrated service such as Twilio.
- Mute Recorder: Enabled by default. Mute any incoming audio from a third party recorder if one is enabled for your tenant.
- Choose Recorder: Select CxEngage Record (New choice)
- Recorder Endpoint: Enter the endpoint address for your third party recorder if one is enabled for your tenant.
- Recorder Endpoint Backup: IP address for backup recorder input (new setting)
- Recording Update Allowed: Enabled by default. Provide agents with the ability to pause and resume the recording of their interactions.
- Enable Silent Monitoring: Enabled by default. Enable the silent monitoring of calls on this flow.
- Enable Screen Recording: Enabled. Allows screen recording with audio recording (new setting).
- Screen Capture Wrap Up: Enabled. Allows recording to use Agent Wrap-up Time from Flows (new setting).
- CxEngage User Account Profile > Details section profile parameters for Screen Capture:
- Workstation ID: Enter the Domain~Username of agent for the workstation (new Discriminant). Note the tilde symbol (~) is used in the workstation ID between the domain name and user name.
- User Workstations configuration:
- PC-Based Workstation: Each PC workstation to be recorded is gets a PROXY Pro Host Workstation software and configuration setup that is installed manually or by using a deployment tool. This software collects the screen activity data and sends it to a screen-capture gateway and proxy setup which manages all screen capture connections between the host PC workstations and screen-capture recorder and recording storage.
Before beginning, have on-hand this information obtained or developed during pre-planning activities:
- List of all the users that will be screen recorded.
- Network and administrator access to all user workstations to install the PROXY Pro Host workstation software.
- The domain and user name of each user (required for the Workstation ID discriminant) inserted in each user profile.
- All flows identified that need screen recording parameters set in the Flow Defaults > Settings - Recording parameters.
Properties of CxCapture Screen Recording include:
- Quickly finding a recording that has a screen-capture file by quick filtering the Screen Capture column in the Playback window.
- Search for any recordings that have a screen-capture recording using the Custom Search button.
- Playback an interaction of a synchronized audio-plus-video screen recording from the media player in the Playback window.
- Download a movie of a synchronized audio-plus-video screen recording from the Playback window.
- Conduct evaluations with a screen-capture recording from the Evaluations Tab.
In a business environment, PC workstations and their purposes change frequently. Every flow, user and workstation being screen-capture recorded must be configured. If a workstation is not going to be screen-capture recorded anymore, be sure to remove it from the PROXY Pro Gateway Managed Hosts environment so that the license set can be recouped and reused.
