Screen Recording

Screen recording is captured through Calabrio ONE Smart Desktop.


For screen recording to function, you must ensure that the following features and components are correctly configured.

Feature Configuration
Smart Desktop

Calabrio ONE Smart Desktop must be installed and operating on the PCs where agents log in to Calabrio ONE, and each Smart Desktop must be configured to use RTE messaging.

RTE messaging is configured by selecting the Enable RTE Messaging for Screen Recording check box on the Genesys Cloud ACD Configuration page for Calabrio ONE.

RTE messaging enables connected Smart Desktop clients to record screen recordings in ten-minute segments when a correctly-configured user logs in to Calabrio ONE.

Calabrio ONE Users

When Calabrio ONE syncs, it imports and syncs agents as Calabrio ONE users who have user profiles. Only users with Calabrio ONE user profiles can be screen recorded.

These users must have the following additional configurations on the Users page:

  • Activate this user—Must be selected.
  • Roles—Must be assigned to a role that is associated with the Record Screen permission.
  • Windows Login—Must be the same as the Windows login that the Calabrio ONE agents use to log on to the PC.

Capturing screen recordings

The following process provides an overview of how Calabrio ONE captures screen recordings for agents.

  1. Agent logs on to a PC with Smart Desktop.

    When a user who is correctly configured in Calabrio ONE logs on to a PC where Smart Desktop is operating and configured to use RTE messaging, Smart Desktop begins to capture screen recordings in ten-minute segments that it saves locally. It does not yet upload any screen recordings to Calabrio ONE.

    The screen recording segments are encrypted on the desktop. Calabrio uses a two-factor encryption process using Symmetric AES-CBC-256 and Asymmetric RSA-CBC-2048 to handle authentication and encryption of screen recording files.

    Smart Desktop stores these segments in the following location:

    C:\Program Files (x86)\Common Files\Calabrio ONE\Desktop\recordings

  2. Agent handles the contact.
  3. Calabrio ONE imports the contact’s audio recording and metadata.
  4. Calabrio ONE extracts and uploads the screen recording from the agent’s PC.

    Once Calabrio ONE uploads contacts, it begins the process of extracting and uploading matching screen recordings. Calabrio ONE does this by relaying timestamps for each contact to the appropriate agent PC.

    When Smart Desktop receives these timestamps, it crops and splices the screen recording segments into a single screen recording that matches the duration of the contact. Then, it uploads the screen recording to Calabrio ONE.

    Screen recording segments that are not associated with any contact are analyzed to verify that no discrepancies have occurred, then deleted. If Smart Desktop loses its connection to Calabrio ONE, it executes a recovery process when it reconnects to ensure that it creates screen recordings for all contacts handled by the agent in the meantime.

    EXAMPLE   An agent handles a contact at the end of the day, then shuts down the PC before the contact is available to Calabrio ONE. When the agent turns on the PC the next day, Smart Desktop reconnects to Calabrio ONE, and Calabrio ONE extracts and uploads the screen recording then.

  5. Agent logs out.

    When the agent logs out, Smart Desktop stops recording new screen segments.