Watch the screen recording of a contact in the new media player

IMPORTANT The information on this page is about the Screen Capture panel in the new media player. For information about the Screen Capture panel in the classic media player, go here: Watch the screen capture of a contact in the classic media player.
How do I know which version of the media player I have?
If you see the Return to classic button in the upper-right corner of the page, you are in the new media player, and the information below applies to you. If you see the Switch to new media player button, or if you don't see either of these buttons, you are in the classic media player. Go here for information about the classic media player: Play contacts in the classic media player.

The Screen Capture panel provides a comprehensive view of the agent’s actions throughout a contact. You can replay programs the agent opened, buttons the agent clicked, and text the agent typed.

The Screen Capture panel can display recordings of both single- and multiple-monitor setups. With recordings of multiple-monitor setups, the panel displays one monitor at a time.

The screen size for screen recording playback is 1920 × 1088. If the total screen size for the screen recording is larger than 1920 × 1088, it is reduced to appear in the Screen Capture panel.

Prerequisites

Your organization has the QM license and either the Analytics Enterprise license or the Analytics Enterprise Plus license.
Your organization has opted in to access the new media player.
You have the View Contacts permission.
The contact is either an audio call with a screen recording or a screen-only recording.

Page location

New media player > Screen Capture panel

You can access the new media player by opening a contact from one of these locations:

Analytics > Trending Topics
Analytics > Auto QM
Analytics > AI Tags

Procedures

View the recording of a different monitor

Hover over the panel and click the monitor you want.

View the screen recording in a larger window

Click the Undock icon in the upper-right corner of the panel. The panel opens in a new window. To return the panel to its original place, click the Redock icon , or close the window.

NOTE You cannot undock panels if you are using a pop-up blocker. To undock panels, disable your pop-up blocker.

If you undock the panel and resize the browser window, the screen recording resizes accordingly. Multi-monitor recordings are at least twice the size of single-monitor recordings.