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We’re experiencing network bandwidth issues related to recording agent screens. We currently record screen activity with the ability to play back in a ”movie playback” method, versus the snapshot/slideshow method. However, we are considering changing our recording configuration to only capture the agent screen every 3-5 seconds. What could be the impact of seeing only snapshots of agent screen activity?

We’re experiencing network bandwidth issues related to recording agent screens. We currently record screen activity with the ability to play back in a ”movie playback” method, versus the snapshot/slideshow method. However, we are considering changing our recording configuration to only capture the agent screen every 3-5 seconds. What could be the impact of seeing only snapshots of agent screen activity?

9/12/2010

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Question
We’re experiencing network bandwidth issues related to recording agent screens. We currently record screen activity with the ability to play back in a ”movie playback” method, versus the snapshot/slideshow method. However, we are considering changing our recording configuration to only capture the agent screen every 3-5 seconds. What could be the impact of seeing only snapshots of agent screen activity?

Answer

Before making any changes in your screen recording approach, we suggest that you speak to your internal network team and ask them to analyze the issue. Also, check with your recording vendor to see if they have any suggestions for improving the performance of their screen recording application in your environment. If there is no easy way to fix the screen recording system set-up, or to inexpensively add incremental bandwidth, you’ll need to determine if there are risks associated with moving from a “full motion” recording approach, which allows “movie playback,” to a snapshot approach. If you record calls for liability purposes, there is a risk of missing an important keystroke or entry if you record only every 3 to 5 seconds. If the cost of this risk is higher than the cost of adding the necessary network bandwidth, then you should add the extra capacity to your environment.

If you record calls for quality assurance purposes only, reconfiguring your solution to record in increments of 3 to 5 seconds will very likely be sufficient to assess agent performance. You may want to keep some agents on the “full motion” approach and others on the incremental approach, to reduce network requirements. For example, new agents should be configured for full-time desktop recording until management is satisfied they are handling calls in compliance with company quality standards. Once that is accomplished, you can reconfigure their desktop recordings to occur in 3- to 5-second increments.

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