Who can use this feature?
Plan: Call Center AI
Managed from: Admin Portal
User type: Admin, Analyst
Agent screen recording captures the agent's screen while a call is active and attaches the recording to the same call in Speech Analytics. Admins and Analysts reviewing a call can examine the on-screen work alongside the transcript, score, and call recording, which helps them decide whether the next step is coaching, a knowledge update, a workflow change, or a system investigation.
Everything visible on the agent's displays during a call is captured, including applications unrelated to the call. Nothing changes in the Krisp app on the agent's side.
Enable Agent screen recording
Agent screen recording requires Speech Analytics to be active on your subscription. Once it is, the setting is managed by an Admin in the Admin Portal.
Important
PII Redaction and masking do not apply to screen recordings. Anything visible on the agent's screen during a call is captured as it appears, including customer data shown in your CRM or other applications. Make sure your team is informed about the recording in line with your internal policies before you enable it.
- Sign in to the Admin Portal
- Go to Team settings >>> Products >>> Speech Analytics
- Make sure Enable Speech Analytics is turned on
- Select the Screen recordings checkbox.
How Agent screen recording works
Once the setting is on, screen recording runs on its own.
Important
Recording also requires screen recording permission on the agent's computer. Until that permission is granted, calls are not recorded even though the setting is enabled in the Admin Portal.
- Recording starts when a call begins and stops when the call ends. Only calls where both Krisp Microphone and Krisp Speaker are active are captured.
- Recording is limited to active calls. Nothing is captured before a call starts, after it ends, or between calls.
- All connected displays are captured into a single video file.
- Audio is not captured as part of the screen recording. The video is silent, so keep Call recordings enabled if you want to hear the call alongside the video.
- Krisp applies no processing to the video. It is not transcribed, analyzed, scored, indexed, or redacted. It is stored for playback and reviewed by a person.
- The video is uploaded to the cloud while the call is still in progress, so it is available for review shortly after the call ends.
Info
If Krisp cannot determine whether a call is still active, for example on a persistent connection, recording stops and uploads automatically after 2 hours to prevent oversized files.
Where to find screen recordings
Screen recordings are stored in Call history, together with the transcript and the call recording for the same call.
- In the Admin Portal, go to Call history
- Select the call you want to review
- Play the screen recording in the video player next to the transcript. The video stays in sync with the conversation, so you can follow the agent's desktop activity as the call progresses.
Hint
Screen recordings appear only for calls that took place after the setting was enabled. Earlier calls keep their transcript and call recording, but have no video.
Export a screen recording
You can download a screen recording together with the transcript of the same call.
- Open the call in Call history
- Select Export in the top right corner
- Select Transcript & screen recording.
Retention
Screen recordings have their own retention period, set separately from transcripts and full call data. To change it, go to Team settings >>> Call Content >>> Content Management and use the Delete screen recordings after dropdown. Refer to Manage call data and content for your team for more details.
The available options are:
- 7 days
- 30 days
- 90 days
Important
Screen recordings cannot be kept indefinitely. 90 days is the maximum retention period. Export any recording you need to keep for longer before it is deleted.
Good to know
- If a recording cannot be uploaded during the call, for example because the agent loses their connection, it is stored on the agent's computer and uploaded automatically once the connection is restored. Krisp keeps retrying until the upload succeeds.
- A recording that is still not uploaded after 10 days is removed from the agent's computer and cannot be recovered.