Setting Up CxEngage for CxRecord/CxCapture
Settings in CxEngage need to be made to enable CxQM recording features. Two feature modules, CxRecord for audio recording and CxCapture for capturing workstation screen activities can be configured at one time, if purchased together.
To setup CxRecord and CxCapture in CxEngage, the settings are:
- Flow Defaults - Settings: Used to enable recording and screen recording selectors features.
- User Profile: Requires the user's workstation ID as the workstation discriminant supporting screen recording.
Flow Defaults - Settings for Audio Recording
Use this link in the CxEngage Online Help to create tenant interaction flows with audio and screen recording:
These flow settings are used to setup the tenant with features such as CxCapture Screen Recording. Be sure to make the appropriate settings to all affected flows.
Flow Updates > Flow Defaults > Recording
These flow default parameters are set to enable CxCapture interaction audio recording and screen recording features:
| Parameter | Setting |
|---|---|
| Conference 3rd Party Recorder | Enabled. To allow use of a third party recorder for your interactions instead of an integrated service such as Twilio. |
| Mute Recorder | Enabled. Mutes incoming audio from a third party recorder if one is enabled for your tenant. This is enabled by default. |
| Choose Recorder | CxEngage Record is selected (new choice). |
| Recorder Endpoint | IP Address for recorder input. |
| Recording Update Allowed | Enabled by default. Provides agents with the ability to pause and resume the recording of their interactions. |
| Enable Silent Monitoring | Enabled by default. Enables the silent monitoring of calls on this flow. |
| Enable Screen Recording | Enabled. Allows screen-capture (single or multi-screen) recording with audio recording (new setting). |
| Screen Capture Wrap Up | Enter an integer, for example 10 for ten seconds. Allows screen recording to continue after conclusion of an interaction using Agent Wrap-up Time from Flows settings (new setting). |
User Account > Profile Setting for Screen Capture Recording
Use this link in the CxEngage Online Help to enter the user's workstation ID to be used as a discriminant:
This is REQUIRED. The discriminant is used to identify the workstation associated with the agent so the screen capture service can monitor and record the agent's desktop activity when the record command is received from Flow. If the workstation discriminant is not present, the user will not have any workstation screen activities recorded.
Each CxEngage user's profile has a new text box named Workstation ID in the User Account > Profile > Details section of the profile. Be aware that the input format is unique.
- Workstation ID text box: For each user having their workstation screen recorded, enter the user's Domain and Username, for example, serenova~bsmith . The input format is: Domain~Username.
Note the Workstation ID format is unique with a "~" (tilde symbol) and not a "\" (backslash symbol) between domain and user names.
