What is Screen Recording?
Screen recording is the act of capturing an agent’s screen while they are handling an interaction for quality and coaching purposes. Capturing an agent’s screen can help evaluators better understand an agent’s thought process while handling an interaction, can provide a mechanism for identifying process improvement opportunities, and can act as an effective agent coaching tool. When an evaluator opens an interaction to review, they will see the agent screen and hear the interaction simultaneously.
How NICE is Redefining Customer Experience
NICE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.Back to Glossary
