Video - Screen Recordings
Overview
Screen Recording is available only for XCALLY Phonebar
The Video Screen Recordings section provides a comprehensive list of all screen recording sessions captured on Agents' desktops. These recordings can be initiated in two ways:
Manual Recording: started and stopped manually by the Agent at any time, regardless of whether the session is related to voice calls.
Automatic Recording: automatically triggered whenever an incoming or outgoing voice call is in progress. These recordings are strictly linked to voice sessions.
The Screen Recording feature is managed on a per-Agent basis through their profile settings. An Administrator has the ability to enable one of the following options for each Agent:
Manual screen recording only
Automatic screen recording only
Both options disabled (no screen recording)
Once enabled, every use of the screen recording feature by the Agent generates a record of the activity that is stored in the system metadata. However, the actual video files are initially saved locally on the Agent’s PC and remain there until they are transferred to the central system.
Screen Recordings section
This page describes the Video - Screen Recordings configuration on the New Client Experience, available from version 3.58.0. We recommend using the New Experience web interface to take full advantage of the latest features.
When you access the Screen Recordings section, under Video menu, you will see a complete list of all sessions recorded using this feature - both manually by Agents and automatically.
You can search for specific recordings by entering keywords or specifying a date range in the Search field.
The list displays the following information for each recording:
Rating: Editable by clicking directly on the recording entry
Agent Name: The name of the Agent associated with the recording
Duration: Length of the screen recording
Start and End Time: Timestamp of when the recording began and ended
By clicking the three-dot menu icon on a recording entry, you can perform the following actions:
Play Screen Recording: plays the recorded video if the corresponding file has already been uploaded and is available. If the file is missing, the system will display a "File not found" error message.
Download Screen Recording: downloads the recording file if it has been uploaded. If the file is not available, the download will not proceed.
Delete Screen Recording: deletes both the interaction log and any uploaded copies of the recording file from the system
File Transfer and Storage
To avoid system overload during peak hours, file transfer from the Agent’s PC to the central system is recommended to be performed during off-work periods using an appropriate file transfer routine, which can be automated or manual depending on organizational policies.
By default, the recorded video files are stored locally on the Agent’s PC in the following directory structure:
Video/AgentId_AgentName/<year>/<month>/<day>/The Administrator can customize the storage path via the system settings under Settings → General → Screen Recording.
This allows specifying an alternative location, such as a network drive, where the same folder hierarchy will be maintained.
To enable playback and downloading of screen recordings through the system, the following path must be configured:
/var/opt/motion2/server/files/screen_recordingsImportant: when this path is set, agent recordings cannot be saved directly on the Motion server. The configured path must always point to a location accessible from the Agent’s PC.
If your environment includes a shared local network folder accessible by all Agents, you can configure this shared folder path as the local storage location. This setup allows all Agents to access and retrieve their screen recordings seamlessly.