I’m looking to automate a very specific compliance requirement. We need to record the agent’s screen during their ACW (After Call Work) phase, but specifically for cases where they are manually updating a high-security CRM record after the call has disconnected.
The standard ‘Recording Policies’ in the UI seem to be tied to the interaction lifetime. Once the call disconnects, the screen recording stops. I want to use the API to manually ‘Start’ a screen recording segment when an agent enters a specific ACW wrap-up code and ‘Stop’ it when they move back to an ‘Available’ status. Is there an endpoint that allows for ad-hoc screen recording triggers without an active call segment?
As an Edge admin, I can tell you that the screen recording service is tightly coupled with the ‘Interaction ID’ in the media pipeline. There isn’t currently a public API that allows you to just ‘Start’ a screen recording independently of a conversation.
However, you can extend the ‘Recording Duration’ in your policy. In the ‘Recording’ tab of the Queue settings, there’s an option for ‘Continue recording for X seconds after disconnect’. If you set this to match your maximum ACW time, the screen recording will persist even after the voice leg is gone. It’s not a ‘Triggered’ API call, but it achieves the same result for compliance audits.
I’ve built several of these flows for agency clients. The point above is correct about the coupling. If you absolutely need a ‘Triggered’ approach, the only workaround is to have the agent’s desktop app (via a custom script or a Client App) keep a ‘dummy’ digital interaction (like a internal chat or a hidden callback) open during the ACW phase.
If there’s an active ‘Interaction ID’ of any kind, the screen recording policy will stay active. It’s a bit ‘hacky’, but it’s the only way to get surgical control over the start/stop times without relying on the global ‘Post-Disconnect’ timer.