Workflow: Screen recording

The following workflow outlines the tasks required to configure the system to record employee screen activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule..

To use screen recording you must associate phones and extensions with workstations, or LAN employee IDs with phone employee IDs in the Employee Mapping section under Recording Management > Data Sources > Employees.

Workflow

Associate a Recorder with the Integration Service

Assign the Screen Recorder role to a Recorder and associate it with the Integration Service. Note that in Screen-only recording, in order to archive calls you must also enable an IP Recorder or TDM Recorder role, in addition to a Screen Recorder role.

Recorders cannot be shared across multiple Recorder Integration Service servers.
Create a LAN data source

Create a LAN data source and assign it to the Integration Service(s) that will be triggering Screen Recording of the workstations created on this LAN data source.
Define workstations
and Create workstation groups
Identify the computers or groups of computers on which you want to perform screen recording. You can also configure subnets to represent the range of computers that match the subnet criteria.
For static workspaces, workstations can be assigned to an extension and vice versa. For dynamic workspaces, assign the Windows Logon ID of a workstation to an employee, and build the relationship with Extensions.
Create employees and add employee IDs

Map Employees to extensions/workstations. Assign the phone extension or phone logon ID and workstation, or workstation logon ID to employee, depending on the respective data source seating arrangement type.
Following the “Set up Recorders” in the Recorder Manager Help, set up individual recorders.

Set up the local recorder machine, in particular the voice card or NIC, database settings, call buffer, and compression.
Optional: Set up attributes, tagging, and recording rules

Use the Attributes configuration workflow for implementation of recording and tagging based on a business logic that reflects the goals of your enterprise.
Install and configure Archive

Set up the central or local archiving mechanisms as required.