Download (Screen-Captured Interactions) Button

You must have the default Administrator or Supervisor role or a custom role that includes the VIEW_PLAYBACK_CALLS and DOWNLOAD_PLAYBACK_CALLS permissions to download a screen recording movie (audio and screen recorded activities).

The Download button will be hidden if the user does not have the DOWNLOAD_PLAYBACK_CALLS permission or if more than one screen-recorded interaction is selected. Users download only one interaction at a time.

Some company policies require downloading and emailing of interactions to be turned off. Check with Local Administrators or management for more information.

Screen-captured recordings come in two file elements:

  • The workstation screen activities recording file
  • The audio recording file

Download a Screen Captured Interaction Recording

  1. Highlight one interaction that includes a screen capture recording in the Playback > Recordings grid. Recorded interactions with screen capture files associated can be found in the Screen Capture column of the Playback tab window.

    2. The Download button is only available if one screen recorded interaction is selected. Downloading multiple screen recorded files is not supported.

  2. Click Download. A menu appears offering options for downloads.

    • Audio Only (default - grayed out): Not available for screen-capture file downloading. Only appears for audio only recordings and is used to download only an audio recording.
    • Video Only: Only appears on a screen captured video only recordings and is used to download a screen captured video recording.
    • Audio and Video: Only appears for screen captured recordings (both audio and video) to download audio and video files.

    Note: The recording files are downloaded in .wmv format and any generic player with .wmv plugins will be able to playback the recording.

  3. A Rename File window pops up allowing the user to rename the recording interaction file or to leave the unique ID as the file name. File names can include letters, numbers, spaces, and Windows characters. In order to keep file names unique, CxQM will automatically append all file names with a sequential number.
  4. Click OK to continue or Cancel to exit without downloading the file.
  5. The file will immediately download to the computer's Downloads folder. A notice will appear at the bottom of the browser with a menu selection to Open, Always open files of this type and Show in folder selections.
  6. The user can double-click on the file to launch a .wmv compatible media player to playback the file.
  7. The user can also attach the file to an email to send to another user, if allowed.

The file name will be saved to the cache database, so duplicate files names during the same login session will not be accepted and result in an error message. Rename the file differently if this happens.

The maximum download file size is 2 GB. Any interactions or combined interactions over 2 GBs will initiate an error message.