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Screen Recorder

The Screen Recorder is a desktop app (Windows and macOS) that records what an agent sees on screen while handling Flex tasks: calls, chats, SMS and WhatsApp. It works together with the Floor Walker Flex plugin, which tells it when to start, pause and stop, and with the Floor Walker service, which stores the recordings.

What it does​

  • Records automatically. Recording starts when the agent accepts a task and stops when the agent's last open task is completed. The agent doesn't have to do anything.
  • Covers parallel conversations. One recording session runs per agent, however many conversations are open. Each task gets its own recording made of the parts of the recording in which it was open.
  • Lets agents pause. Agents can pause recording while sensitive data such as card numbers is on screen. Paused time is not recorded.
  • Records audio for voice tasks. The audio of voice tasks is uploaded for transcription and feeds the AI insights in the Agent Workspace.
  • Uploads while recording. The recording is uploaded in short parts as it goes, so little is lost if the computer fails.
  • Plays back in Flex. Admins find recordings on the Recordings page and in the CRM, play them in an in-browser player and add timestamped coaching notes.
  • Keeps recordings private. Recordings are kept in private storage, played only through short-lived links, and deleted after a retention period (90 days by default).

How it fits together​

  1. The agent signs in to Flex. The Floor Walker plugin connects to the app on the same computer and hands it the agent's session.
  2. When the agent accepts a task, the plugin asks the app to record it. The app captures the screen and uploads the recording as it goes.
  3. When tasks are completed, the plugin tells the app; after the last one, the app finishes the recording and Floor Walker creates one recording per task.
  4. Supervisors and admins open recordings in Flex and play them in the browser.

The app has no settings of its own for agents to fill in: everything it needs comes from Flex.

In this section​

What the agent sees in Flex​

  • A status in the Flex header: Recording, Recording Paused or Not Recording, with a Pause Recording / Resume Recording button while a recording runs. The same control appears in the task header.
  • If an admin allows it, a switch in the header to turn recording off for their own sessions.
  • Notifications when the app isn't running, when recording stops on its own, and when the connection to the app comes back.