Screen Recording Reporting enables you to monitor how screen recordings are captured during customer interactions. It provides visibility into recording coverage, highlights failure reasons, and helps validate whether recordings are enabled based on configured sampling policies.

This reporting helps ensure compliance, improve quality monitoring, and troubleshoot recording issues effectively.

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Steps to Access Screen Recording Reporting

1. Click the New Tab icon.

2. Navigate to Sprinklr Service → Analyze → Care Reporting.

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3. From the Reporting Dashboards dropdown, select Screen Recordings.

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Steps to Customize the Dashboard

1. Click the three dots on the widget you want to modify.

   

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2. Select Edit Widget.

3. In the Add Column section, add or remove metrics as needed.

4. Click Save/Update Widget.
   

Key Metrics

Total Screen Recording Count

Represents the total number of recordings captured per case. This metric includes merged recordings across multiple agents for improved accuracy.

Usage:

• Verify whether all expected recordings are captured

• View recordings at a consolidated case level
  

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Screen Recording Failure Reason

Indicates the reason a screen recording was not captured.

Common values:

• SERVICE_UNAVAILABLE – Recording service was unavailable

• CONFIGURATION_ERROR – Incorrect setup or missing permissions

• NETWORK_ISSUE – Connectivity issues during recording

Usage:

• Identify and troubleshoot recording failures

• Improve system configuration and reliability

Screen Recording System Logs

Screen Recording System Logs provide centralized visibility into screen recording connection and service failures across agent desktops. Unlike the Screen Recording Failure Reason metric, which reports failures at the case level after a recording attempt, System Logs help identify issues that prevent the Screen Recording service from successfully connecting to Sprinklr.

Available Details

Each log entry can include:

• Agent/User ID
• Timestamp of the connection attempt
• Error type
• Error message
• Operating system version
• Screen Recording service version
• Browser version

Common Error Types

Usage

• Identify connection failures without accessing agent desktops.
• View affected agents across the tenant.
• Troubleshoot installation, authentication, certificate, and network-related issues.
• Filter logs by agent, time range, and error type.
• Export logs for auditing and offline analysis.

Screen Recording Enabled

Indicates whether screen recording was enabled for a case based on sampling policies.

Values:

• true: Recording was enabled

• false: Recording was not enabled

Usage:

• Validate sampling policy configuration

• Ensure compliance with recording requirements