When agents receive their evaluation they can listen to the call but do not appear to be able to view the screen recordings, is this possible?
Hi Tracy, it is because Screen Recordings are not available to Agents by default (unlike Calls).
To get around this, you would need to create a Role and assign this to all your Agents that you want to view their Screen Recordings. - Not ideal.
Adding a role using the 59R template and selecting the View Screen Recordings tick box only.
Then assigning an Agent the Role and selecting the Contact Centre Group they can view recordings from.
At the same time, as this is functionality that I think should be there (just like call recordings) can you add this to the Ideas Portal please and then it can go into the feature pot for future releases.
Kind Regards.
Jonathan
Thanks @JonathanRedsell - will definitely put it forward as a suggestion. To my mind if an agent is able to listen to a call that is QM, and we also record the screen activity and score on this, they should be able to view this as well.