Workflow: Set up screen capture
Follow this workflow to configure the Verint Recorder to capture an agent's screen activity during a customer engagement.
Before you begin
Understand the components, see Integration overview
Workflow: Set up real-time audio capture
Screen capture requires the Zoom Contact Center Adapter to synchronize the call audio with the agent's screen activity. This adapter was added as part of the workflow for audio capture.
Workflow
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Create LAN Data Source for screen capture
The LAN Data Source stitches audio and screens together. It is required for screen recording. Associate the LAN Data Source to the Recorder Integration Service role.
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To use screen recording, you must define the workstations on which you want to record activity. Each is part of the LAN data source. You can create either dynamic or static workstations.
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In Verint User Management, create an employee for each person (agent) that you want to capture. Then, associate the employee to the capture profile.
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Capture rules trigger interaction capture based on the business logic that reflects the goals of your enterprise. Each rule consists of conditions and an action to perform when the conditions are met. You can also create a schedule that specifies when to apply all rules. Capture rules are one method of triggering the capture of voice calls, chat conversations, and agent screen activity. A capture rule is the easiest method for triggering the capture of agent screen activity.
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Search and replay interactions
After customer interactions are captured and ingested by the Recorder, you can use the Verint applications, Risk Management and Interactions, to search for specific interactions, and review or analyze the captured content.