Sprinklr Screen Recording enables organizations to capture both on-screen activity and agent voice interactions during customer service calls. This capability helps teams evaluate agent performance, maintain regulatory compliance, and continuously enhance service quality.

• Improved Training: Screen recordings can be used to demonstrate effective customer interactions for new agents, while also allowing experienced agents to review and refine their own performance.

• Quality Assurance: Managers can review recordings to verify that agents are following proper procedures and offer constructive feedback for improvement.

• Compliance Monitoring: Recordings make it easier to ensure agents adhere to company policies and safeguard sensitive information.

• Better Customer Experience: By analyzing recorded interactions, organizations can identify opportunities to improve customer satisfaction.

  

Screen Recording Working

Automatic Start and Stop: Recording begins automatically as soon as a voice call starts. It stops once the call ends or after the After-Call Work (ACW) phase, depending on the configured settings.

Key Features

• Contextual Recording: Sprinklr records the agent’s screen during live calls, providing a complete view of their actions throughout each interaction.

• Pause and Resume: Agents can pause or restart recordings as needed, helping protect customer privacy while still meeting compliance requirements.

• Role-Based Access: Access to recordings is restricted to authorized roles such as Quality Managers or Compliance Officers, ensuring secure handling aligned with internal policies.

• Integration with Quality Dashboards: Recordings are linked to specific cases or tickets and are accessible within Sprinklr’s Quality Management tools, making it easier to evaluate performance and refine scorecards.

• Synchronized Audio and Video: Screen activity and voice interactions are combined into a single recording, enabling smooth playback for reviews and training.

• Recording Indicator: Agents see a visible on-screen notification when recording is active, promoting transparency and awareness.

• After-Call Work (ACW) Recording: Recording can be extended beyond the call to include after-call tasks such as note-taking and follow-ups, offering complete visibility into case handling.

• Supported Channels: Currently, screen recording is available for inbound and outbound voice calls, with support for digital channels like chat, email, and social media planned for future updates.

• Monitor Support: The feature is optimized for single-monitor setups; in multi-monitor environments, only the primary screen is captured.

• Multi-Agent Call Transfers: Recordings continue seamlessly even when calls are transferred between agents, capturing the entire interaction journey.

• Secure Cloud Storage and Compliance Control: All recordings are securely stored in the Sprinklr Cloud using platforms such as AWS S3, Azure, or Google Cloud. Organizations can configure retention periods, deletion rules, and access controls based on compliance needs.

Additional Considerations

• Data Privacy: Inform customers about call recording practices to comply with applicable data protection regulations.

• Technical Requirements: Ensure agents’ devices meet the necessary specifications to support screen recording functionality.

• Training and Adoption: Provide proper training to agents and managers to maximize the effectiveness of the feature.