Using CxCapture Module Features

This topic provides lists of links to topics grouped into the most commonly used features and tools of CxCapture for easy location and use.

CxCapture is a collection of features centering around recording an agent's workstation screen activities during an interaction and being able to search for and playback these screen-capture recordings, with the interaction's recorded audio, if desired. Users can write in remarks or flag interactions for future review. Recordings can be of workstations with a single screen or workstations using multiple screens.

CxCapture features requires CxRecord to already be enabled and configured for the tenant. Workstation screen-capture recordings are regarded as another kind of interaction recording. When CxCapture is enabled, CxRecord features are used with Screen-Capture related choices and indicators. An example is the Screen Capture option in CxQM Custom Search that is used to find recordings with screen-capture files.

These topics show how to setup the Playback window to fit the user's needs.

These topics show how to find and playback screen-captured recordings. Each workstation screen recording is marked with a camera icon in the Playback window's Screen Capture column (if displayed).

These topics show how to setup and run custom searches for workstation screen-captured recordings. Note that the Screen Capture search option is found towards to bottom of the Options Tab.

Users can save screen-captured recordings, search settings and search results the same as audio-only interactions. These topics show how to set up folders and save custom search settings and results and selected recordings. Note that users can create screen-captured labeled folders for saving interactions, if needed.

These topics show how to perform various tasks with interactions and records.. Downloading and emailing screen-captured recording files is not available. Please refer to the appropriate topic for details.

These topics show how to search through and export Audit Trails messages.

All pre-defined Recording reports have a Screen Capture option in the Report Settings tab available and the option is available when creating new reports. These topics show how to run and manage Recording Reports and their results.

There are no workstation screen-capture recording widgets or options on the Recording Dashboard.