Use screen recording to capture agent on-screen activity during customer interactions. Screen recordings help support quality monitoring, compliance reviews, and operational audits.

This guide explains how to set up the environment, prepare agent desktops, install the Screen Recording Service, configure compliance policies, apply those policies to call flows, and monitor recording activity.

Before You Begin

Ensure that you have:

• Access to configure your environment.
• The Screen Recording installer package.
• A valid licence key.
• Permissions to create and manage compliance policies.

Environment Setup Requirements

Set up the required infrastructure before enabling screen recording.

Create Secure Storage

Create a private storage bucket using one of the following cloud providers:

• Amazon S3
• Google Cloud Storage
• Azure Blob Storage

Configure Storage

After creating the storage bucket, update the required backend configuration to connect the Screen Recording Service to the storage location.

Validate the Environment

Verify that the storage location is accessible and configured correctly before installing the Screen Recording Service.

Agent Desktop Requirements

Ensure that each agent desktop meets the following requirements.

Obtain the Screen Recording Package

Contact your Sprinklr representative to obtain:

• The Screen Recording installer package
• The licence key required to activate the service

Install the Screen Recording Service

You can install the Screen Recording Service manually or deploy it silently across multiple machines.

Manual Installation

1. Run the installer.
2. Review and accept the End User License Agreement (EULA).
3. Select an installation directory.
4. Enter the licence key.
5. Complete the installation.

Silent Installation

Use silent installation for large-scale deployments managed by IT administrators.

After deployment, verify that:

• The Screen Recording Service is running.
• Installation files are present in the installation directory.
• Required registry entries have been created.

Troubleshoot Installation Issues

Common installation issues include:

• Existing service conflicts
• Incorrect installation paths
• Certificate trust issues
• Insufficient permissions

Review PowerShell output and Windows Event Viewer logs for troubleshooting information.

Uninstall the Service

If you need to remove the service:

1. Run the uninstaller.
2. Remove any remaining installation files.
3. Remove associated registry entries.
4. Remove any remaining Screen Recording certificates.

Create Compliance Policies

Compliance policies define how recordings are captured, stored, retained, archived, and deleted.

Access Compliance Manager

To create or manage compliance policies, open Compliance Manager and select Create Compliance Policy.

Configure Recording Settings

Configure the following settings:

• Percentage of voice calls to record
• Maximum daily voice recordings
• Percentage of screens to record
• Maximum daily screen recordings
• After-Call Work (ACW) screen recording

Configure Retention Settings

Define retention periods for:

• Voice recordings
• Screen recordings

Configure Archiving and Deletion

Choose how recordings are managed after the retention period:

• Archive recordings for future review and audits.
• Permanently delete recordings when they are no longer required.

Manage Existing Policies

You can update compliance policies at any time. Changes apply only to future recordings and do not affect existing recordings.

Apply Compliance Policies

Apply a compliance policy to ensure consistent recording and retention behaviour across customer interactions.

Apply a Policy to Outbound Calls

1. Open the dialer configuration.
2. Select a compliance policy.
3. Save your changes.

All outbound calls placed through the dialer use the selected policy.

Apply a Policy to Inbound Calls

1. Open the IVR configuration.
2. Navigate to the Assign Agent node.
3. Select a compliance policy.
4. Save your changes.

All calls routed through that IVR path use the selected policy.

Frequently Asked Questions

Will updating a compliance policy affect existing recordings?

No. Changes apply only to recordings created after the update.

Can I modify a compliance policy after it is assigned?

Yes. Updated settings apply only to future recordings.

Monitor Screen Recording Activity

Use Case-Level Reporting to review screen recording activity and support audit requirements.

Available Metrics

• Case Number
• Total Screen Recording Count
• Screen Recording Failure Reason

Use these reports to monitor recording activity, investigate recording failures, and support compliance reviews.