Screen Record

Gain complete visibility into the agent and customer interaction  

CallMiner Screen Record empowers front-line customer agents and their managers with screen recordings made during customer interactions to drive robust insight into agent effectiveness. Customer-facing teams gain more visibility into every aspect of the agent and customer interaction to improve the customer experience. 

CallMiner Screen Record

Power your analytics with screen recording

contact center call center productivity

Better understand every interaction

Screen Record can help fill in interaction gaps when used alongside audio recording. For example, silence in a recording may not reveal the cause of a pause. Screen recordings can uncover exactly where an agent might be having difficulty, indicating a process improvement need, such as redundant system logins, too many keystrokes, unclear application UI and more. Supervisors can also gain insight into on-screen distractions that may be taking agents away from focusing on customer needs. 

Visualize the screen alongside the call audio

Labeled and secure UI

Support compliance and quality assurance initiatives

  • Screen Record helps ensure compliance and quality assurance by recording the screen alongside the audio file 
  • Use Screen Record to train and coach agents on updated procedures and best practices  
  • Easily access past recordings and review as needed 

UIF Coach EnsureCompliance

Drive organizational improvement

  • Improve AHT, FCR and other important metrics 
  • See how the agent is engaging with systems on their screen to prioritize process improvements 
  • Get a better understanding of every customer interaction  

UIF Coach EnhancedEngagement

Support remote agents

  • Effectively coach, train and onboard agents while working remotely 
  • Help supervisors zero in on calls and provide meaningful feedback 
  • Get the benefits of face-to-face coaching while working remote  

Key Features

Synchronize Audio and Video

Easily synchronize audio and video playback for a better overall understanding of the quality of agent and customer interactions.

Minimize Storage Requirements

Trigger Screen Record when the agent connects to a call. Only changes in screen activity are captured, therefore, you only record active movement on the screen.

Simple Learning Curve

Agents can start using Screen Record quickly and easily. A simple desktop client installation is all that is necessary to begin seamlessly recording agent screens for analysis.