Screen Recording
See what agents do, not just what they say
Capture full desktop activity on every interaction so you can coach, verify and improve with confidence.
Why this matters
Audio tells you what was said. Screen recording shows what was done. Closing the gap between claims and verifiable agent behavior.
Get the highlights
Full desktop capture
Record up to three screens across all applications.
Side-by-side replay
Review screen recordings in sync with transcripts.
Actionable, not archival
Recordings connect to QA scorecards and coaching workflows.
Capacity in numbers
20K+
Happy customers
1.5M+
Users who love us
36.3B+
Automated interactions
Explore the features
Compliance Verification
Prove what agents actually did
Go beyond audio. Verify on-screen workflow adherence for every interaction that matters.
Verify required processes were followed
Confirm hold procedures, identity checks and required disclosures were completed correctly in your systems.
Filter by recording availability
Instantly surface interactions with screen recordings attached for targeted compliance review.
Configurable recording rules
Record only the interactions you need by type, duration, agent tier or skill group.
Agent Coaching
Coach to the moment, not the memory
Give supervisors a precise anchor for every coaching conversation including the exact on-screen moment things went wrong.
Side-by-side transcript and video replay
Review screen recordings in sync with interaction transcripts. Jump to any moment without manual scrubbing.
Pinpoint where agents deviated
Show agents exactly where they missed a required step rather than describing it from memory.
Build training content from real interactions
Clip best-practice recordings to create concrete, replicable examples for new agent onboarding.
Quality Assurance
Score every interaction completely
Give QA reviewers the full picture, what agents said and what they did on-screen at the same time.
Audio and desktop reviewed together
QA reviewers evaluate whether what agents said matches what they did in your systems.
Connected to AQA scorecards
Screen recordings sit alongside Auto QA scores, interaction summaries and coaching workflows in one platform.
Full desktop capture across all applications
Unlike browser-only recorders, capture up to three screens regardless of which application the agent is using.
Contact Center ROI
Trusted by 20,000+ organizations
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Frequently asked questions
What is screen recording for contact centers?
Screen recording for contact centers captures full desktop activity during agent interactions. Unlike standard call recording, it shows what agents were doing on-screen, which systems they accessed, which steps they completed and in what order. Giving supervisors verifiable evidence of agent behavior beyond what audio alone can provide.
How does screen recording software work in a contact center?
A lightweight desktop client is installed on agent workstations. It starts and stops recording automatically with each interaction. Supervisors can then replay recordings side-by-side with interaction transcripts, filter interactions by whether a recording is attached and use recordings in QA evaluations and coaching sessions.
What is the difference between call recording and screen recording?
Call recording captures the audio of an interaction. Screen recording captures what the agent was doing on their desktop at the same time, which applications they used, whether they followed required workflows and how they navigated your systems. Together, they give a complete picture of every interaction.
Our CCaaS platform already includes screen recording. Why would we need this?
Most CCaaS-native screen recorders capture only the active browser tab not the full desktop. Capacity captures up to three full screens across all applications. More importantly, recordings inside the Capacity platform connect directly to QA scorecards, coaching workflows and interaction summaries, making them actionable rather than just stored.
How does screen recording connect to quality assurance and coaching?
Screen recordings in Capacity sit alongside AutoQA scores, interaction transcripts and coaching workflows in a single platform. QA reviewers can evaluate what agents said and what they did in the same session. Supervisors can anchor coaching conversations to specific on-screen moments rather than relying on audio descriptions alone.
Does screen recording work in virtualized environments like Citrix?
Yes. The Capacity screen recording client is built on over 20 years of enterprise contact center experience and is proven in complex desktop environments including Citrix and standard VDI setups.
How long does it take to get screen recording up and running?
Once the desktop client is installed and your CCaaS integration is configured, recordings begin flowing immediately for new interactions. Basic playback and search are available shortly after setup. Deeper capabilities, including configurable recording rules and integration with QA and coaching workflows, require additional configuration time.
Can screen recording help with regulatory compliance?
Yes. Screen recording provides verifiable evidence that agents followed required on-screen procedures, proper hold placement, identity verification steps, required disclosures completed in the right system, going beyond what audio transcripts alone can confirm. This is particularly valuable in financial services, healthcare and other regulated industries.