If you are using Agent Desktop Native to access LiveVox and Screen Recording is enabled, all your screens will be recorded. Screen recording begins the moment you get into the IN CALL state and ends when you select a termination code or if the login session gets disconnected. The percentage of calls that will be screen recorded depends on the settings done by the manager.

All the screens and not just the screen that Agent Desktop Native is active on, are recorded. You may have one or more active monitors when handling a call; all monitors will be recorded.

You may pause screen recording from the Agent Desktop. When enabled, the call recording controls will work as screen recording (with audio) controls. The recording controls will show on the Agent Desktop screen while you are IN CALL state. While IN CALL state, you will see the resume (play), pause and stop buttons as shown below.