Help Center/ Cognitive Engagement Center/ User Guide/ Agent Guide(AICC)/ Performing Other Agent Operations/ Performing Screen Recording for Agents
Updated on 2025-01-23 GMT+08:00
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Performing Screen Recording for Agents

Prerequisites

The screen resolution must meet the following requirements:

The resolution is within the range from 1024 pixels x 768 pixels to 1920 pixels x 1080 pixels based on the actual aspect ratio of the screen. The width resolution must be a multiple of 4, and the height resolution must be a multiple of 2. Otherwise, screens cannot be recorded.

It is recommended that the resolution be 1920 pixels x 1080 pixels to ensure screen recording clarity.

Procedure

  1. Install the VRC client.

    1. Sign in to the AICC as an agent.
    2. Click the business account in the upper right corner of the page and choose Personal Center.
    3. On the Agent Info tab page, click Download VRC to obtain the VRC installation package.
    4. Decompress the VRC installation package VRC.zip on the local PC.

      It is recommended that the Client_update_pack directory be a level-2 directory. The path cannot be too long and cannot contain Chinese characters.

    5. Right-click VRCService\Client_update_pack\client_update_script.bat and choose Run as administrator.
    6. Create a shortcut for the VRC application.
      1. Go to the VRCService folder, for example, D:\VRCService.
      2. Right-click the vrc_service_tray.exe file and choose Create shortcut. The vrc_service_tray.exe - Shortcut file is generated.
    7. Configure the VRC to automatically start upon system startup.
      1. Open the system startup directory. Windows is used as an example:
        1. Press Win+R to open the Run window.
        2. Enter shell:startup and click OK.
      2. Copy the vrc_service_tray.exe -Shortcut file generated in 1.f to the startup directory.
    8. Change the local port number of the VRC.
      1. Edit the D:\VRCService\Client_update_pack\package\vrc.ini file.
      2. Add ListenPort=8024 under [common].

        The port number must be available. Run the netstat -ano | findstr :8024 command in the CLI on Windows to check whether the port number is occupied.

        The port number must be the same as the value of the tenant parameter VRC WebSocket Port.

    9. Right-click on the taskbar of the desktop and choose Task Manager to open the task manager and click the Startup menu. If vrc_service_tray is displayed, the VRC is successfully configured to automatically start upon system startup.
    10. During the first startup, run vrc_service_tray as an administrator and view the vrc.log file. The information shown in Figure 1 is displayed.
      Figure 1 Successful startup

  2. Log in to the AICC as an agent and click .

    After the sign-in is successful, the following dialog box is displayed.

Follow-up Procedure

  1. Initiate a voice call and a video call.
  2. Choose Contact History > Contact in the AICC.
  3. Find the contact records of the voice and video calls.
  4. After you click Play in the Recording File column corresponding to the contact record of the voice call, the agent's screen operation video is displayed.
  5. After you click Play in the Recording File column corresponding to the contact record of the video call, the Recording File Details dialog box is displayed. Then, after you click Play corresponding to the record whose Media Type is VRC, the agent's screen operation video is displayed.