We support video playback capability so you can incorporate watching screen capture recordings as part of your evaluation process. This feature, accessible through integrations with trusted partners or manual upload, enables seamless playback of video files alongside other imported media (such as calls and tickets), is designed to enhance your QA process.
In this article we'll be covering;
- Importing video files
- Manually adding video files
- Upload guidance (file size & storage)
- Viewing videos as part of an evaluation
- Other FAQs
Importing video files
Integrations
For more information on our integrations and how to import contacts you can access our integrations section in the help center.
You can import video files from providers like Genesys with other integrations to follow. Please contact our support team to discuss additional integrations.
Manually adding video files
You can also manually add screen capture recording to an interaction using via an attachment. In the top right hand corner of the evaluation pages you'll see an 'attachment' option. Here you can add video files to playback from the attachment 'view' option or from the conversation thread - this will depend on whether a transcript exists against the interaction.
When you click on 'Attachments' > You will be presented with an agreement that PCI information will not be included in the upload > Once agreed you can then browse your files for upload > Upload screen recording file > Save
You can preview the file using the view option or delete the chosen file and upload another using the delete option. If you're happy with the upload, click save to save the file against the contact.
Contact with transcript
Once saved the video will load within the conversation thread to be played as part of an evaluation.
Contact with no transcript
Once saved the video will load within the attachments - click on the attachment > view to play the file.
Upload guidance
File Size
The maximum file size that can be uploaded is 20MB. Screen recording file size ranges from 3 MB/15 mins to 18 MB/15 mins, these recommendations are based on low resolution monitors with little screen movements or high resolution with a lot of movement. If you're looking to upload longer videos you can manage the size with compression options or adjusting the video quality.
File types
We accept the following file types. If you're looking for another file type please contact our support team and we can explore adding additional options.
- mp4
- webm
- ogg
- mov
- avi,
- mkv
File storage
Video files ingested from your selected integration will be stored in evaluagent for a period of 1 month. Please note this will not impact the storage of files in your capture platform.
Files manually attached to a contact do not have a set expiration, these can be deleted from the attachments section as required.
Viewing videos as part of an evaluation
Any interactions with a video file attached will load a player in the conversation thread section in the evaluation screens. For optimum viewing you can manage your player size either by expanding the transcript panel, maximising the video or popping the video out of the player and pinning it to the most convenient spot for you.
The video player includes the typical controls you'd expect from a video player;
- Play/Pause
- Skip to a selected point in the video
- Playback speed options
- Maximise/Minimise
You can expand the conversation thread panel to focus on the video and transcript. The video player size will adjust to the new screen size.
Or use the minimise/ picture in picture mode to pop the video out of the transcript and pin it any where within your screen. You can drag and drop the thumbnail, adjust the thumbnail size and move across pages/ browsers and still see the thumbnail. Use the back to tab option to return the the player and conversation thread or close in the top right hand corner to close the thumbnail.
Demonstration video
FAQs
Q: Do you record my agent's screens?
This functionality only facilitates the playback of screen capture video files. We integrate with capture experts to bring in your recording files. If you have screen recording requirements we can recommend trusted partners to help support these needs.
Q: I'm not ingesting interactions, can I still see video files?
The video player loads in the conversation thread of an interaction. If you are not bringing in these records you can upload and view videos from the attachments section of a contact.
Q: What is the video file size limit?
We currently limit file sizes to 20MB, you can alter the video quality or look to compress the file to reduce your video file. If you are looking to consistently upload files larger than 20MB then please contact our support team to see if we can help accommodate your request.
Q: How can I pin my video to a spot on the page?
You can use the minimise or picture in picture mode to pin the video. The thumbnail is drag and drop so you can watch the video anywhere within the page the suits you, the thumbnail can also be resized as you need.
Q: Do you redact sensitive information when I add a video file?
We playback the video file as it's uploaded. Your chosen capture partner is best to support redaction of sensitive information during the capture process. Please reach out to us if you are seeking support in redaction.
Q: Is the video synced to audio?
In this current release video files are played independently of any audio files uploaded. How audio and video sync up can depend on the capture provider you are using.
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