Screen Recording helps organizations capture agent screen activity during customer interactions for quality monitoring, training, and compliance purposes.

To protect sensitive information, administrators can configure application and URL exclusions. When an agent opens a blocked application or visits a blocked website, Screen Recording automatically pauses capture or masks the content. Recording resumes automatically when the agent exits the blocked application or navigates away from the blocked website.

This feature helps prevent sensitive information from being recorded and applies consistent privacy controls across all agents.

How It Works

Administrators can configure applications and website URLs that should be excluded from screen recordings.

When an agent accesses a blocked application or website:

1. Screen Recording automatically pauses capture or masks the restricted content.
2. Sensitive information is excluded from the recording.
3. Recording resumes automatically when the agent leaves the blocked application or website.

Supported Exclusion Methods

URL Exclusions

Configure website URLs or URL patterns that should not be recorded.

Examples

https://bank.example.com/*

*.sensitivesite.com

When an agent visits a matching URL, Screen Recording automatically pauses capture or masks the content until the agent leaves the website.

Application Exclusions

Configure applications that should not be captured during screen recording.

Examples

calculator.exe

1Password

``

When a configured application becomes active, Screen Recording automatically pauses capture or masks the content.

Configure Exclusions

You can configure blocked applications and URL exclusions from:

• Compliance Policy settings
• Recording Manager settings

Supported configuration options include:

• URL patterns with wildcard support
• Application names or executable names
• Organization-wide exclusion policies

Important

• Recording resumes automatically when the agent leaves a blocked application or website.
• Excluded content is not stored as part of the screen recording.
• Blocking rules are enforced automatically and do not require agent intervention.
• Recordings remain available for quality monitoring, coaching, and compliance activities while protecting sensitive information.