Screen Recording Reporting
Updated
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.
Steps to Access Screen Recording Reporting
Click the New Tab icon.
Navigate to Sprinklr Service → Analyze → Care Reporting.
From the Reporting Dashboards dropdown, select Screen Recordings.
Steps to Customize the Dashboard
Click the three dots on the widget you want to modify.
Select Edit Widget.
In the Add Column section, add or remove metrics as needed.
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
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 Enabled
Indicates whether screen recording was enabled for a case based on sampling policies.
Values:
true: Recording was enabled
false: Recording was not enabled
Note: If this value is true but the Total Screen Recording Count is 0, the recording was expected but not captured due to a failure.
Usage:
Validate sampling policy configuration
Ensure compliance with recording requirements
