The Voice and Screen Recording can now be played in sync in Case Analytics view based on file availability and merging status. There is a Screen Recording button, once clicked, screen recording and voice recording are played in sync. If both audio+video files are available, QM fetches the appropriate recording based on its readiness. When a screen recording is played, it opens in a pop-up window, allowing the user to interact with it seamlessly. ​

Creating Screen Recording

Perform the following steps to create the screen recording.

1. On the landing Case Number screen, click on Get Screen Recording button.

   

2. The Generating icon is displayed. Notifications about the success or failure of the screen and audio merging process is displayed on the screen.

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   The Screen Recording button appears once the recording gets generated.

3. Click on the Screen Recording to play the recorded audio and video message.

   A Screen Recording pop up is displayed.

   

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If only the voice recording is played, the system will continue with the normal conversation time behavior. However, if the video recording is played, both the horizontal and vertical timeline sliders will move in sync with the video, and interactions like pausing or dragging the timeline slider will affect both the screen and call recordings simultaneously. Also, in cases where there is no audio in a recording, a message, No Audio Available is displayed on the recording window. ​Similarly, for cases where there is no video in a recording, a message, No Video Available is displayed on the recording window, and the screen appears black.

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Multi-Monitor Screen Recording

Multi‑monitor screen recording allows agent activity to be captured across several displays during a single interaction. When an agent operates using multiple monitors, all active screens can be recorded at the same time, providing full visibility into on‑screen actions. The solution supports recording up to four monitors in one session while maintaining each screen’s original layout and orientation.

Screen recordings are synchronized with both agent participation and voice timelines. In scenarios where a call is transferred or involves multiple agents, each agent’s monitors are captured only for the period during which they are actively engaged. The resulting recordings are compiled per monitor, preserving a seamless interaction timeline while correctly representing agent handoffs, screen availability, and applicable access permissions.

Creating Screen Recording for Multiple Monitors

1. Navigate to Case Analytics View.

2. On the Case Analytics View window, click the Generate Screen Recording button.

   The Generating icon is displayed. A notification about the success or failure of the screen and audio merging process is also displayed on the screen.

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3. Once the merged audio and video recording is generated, the Screen Recording button is displayed on the screen. To play the generated audio and video message, click the Screen Recording button, a screen recording window pops up.

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4. All the four screens are visible in the bottom right corner. The primary screen is displayed and you can toggle between all four screens. The agent’s name is also displayed on this pop-up window.

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5. You can maximize this screen recording, and can minimize the four recordings on the left as per your requirement.​