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Screen recording retention can be set at the client level.

Client-Level Retention Settings 

To view Retention Settings at the Client Level:

  1. Navigate to Configure > Services > Client > Settings tab.
  2. The Retention Settings section of the window displays the following information related to call recording:
    1. Days of Screen Recordings - View-only option. It displays the number of days for which a call recording is available. The minimum retention period available to store call recordings is 3 days. The available options are 3, 15, 30, 45, 60, 90, 180, and 365. 

Screen Recording Settings

The Screen Recording control options are available only if Screen Recording is enabled. Contact the Customer Support team to enable the option.

To configure the screen recording controls:

  1. Navigate to Configure > Agents > Agent Desktop.
  2. Double-click on the Agent Desktop you want to configure and click the General tab.
  3. The following options are available that you can configure:
    1. Screen Recording Control Enabled: Check this option to allow agents to pause/resume or stop screen recording by using call recording control buttons.
    2. Screen Recording Control Percentage: Set the percentage of calls to be screen recorded in this field.

To configure the Screen Recording options available in the Agent Desktop:

  1. Navigate to Configure > Agents > Agent Desktop.
  2. Double-click on the Agent Desktop you want to configure and click the Desktop Native tab.
  3. Set the following fields:
    1. Screen Recording: Check this option to record the agent screen. Multiple monitors are also captured in the screen recording.
    2. Format: Screen recordings are processed in WebM format.
    3. Bitrate (kbps): Number of bits that are conveyed per unit of time. Available options are 128, 256, 512, and 1024. The default setting is 128.
    4. Framerate (FPS): Number of frames displayed per second for a video. Available options are 10, 20, and 30. The default setting is 30.

    5. Days of Screen Recordings: Number of days the screen recordings are hosted on LiveVox. Available options are 3, 15, 30, 45, 60, 90, and 180.

      Contact your Account Manager for information on storage fees.

Screen Recording File Specifications

Screen recording file type is the webm format (For example, myrecording.webm). The codec and coder used by LiveVox to generate the screen recording webm files are the following:

  • Framerate (FPS): Available Options are 10, 20, and 30. The default setting is 30.
  • Bitrate(kbps): Available Options are 128, 256, 512, and 1024. The default setting is 128.
  • Codec: VP8
  • Library: Chromium
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