Screen recording in Flex

Floor Walker can record each agent's screen while they handle tasks, on every channel, including several conversations at once. The recording itself is done by the Screen Recorder desktop app; this page covers what agents, supervisors and admins see in Flex.

For agents

Recording is automatic. When you accept a task, recording starts; when you complete your last open task, it stops and the recording is uploaded. Keep the Screen Recorder app running and the Flex tab open while you work.

Recording status

The Flex header shows the recorder's status while Flex is connected to the app:

Status	Meaning
Recording (red)	Your screen is being recorded.
Recording Paused (amber)	Recording is paused; nothing is captured.
Not Recording (grey)	Connected, no recording running.

If the status is missing, Flex isn't connected to the app.

Pausing for sensitive data

Use Pause Recording in the header (or Pause in the task header) before sensitive information appears on screen, such as card numbers or ID documents. Nothing is recorded while paused. Click Resume Recording when you're done. Pausing applies to all your open conversations.

Opting out

If your admin allows it, the header has a switch, Screen recording enabled / Screen recording disabled, to turn recording off for your sessions. The choice is stored in your browser and takes effect after you refresh Flex.

Messages you may see

Message	What to do
Screen recording error: the screen recorder app is not running on this computer.	Start the Screen Recorder app. Recording starts with your next task.
Screen recording was stopped automatically: the connection to the screen recorder was lost.	Flex was closed or reloaded, or lost the connection for more than 30 seconds.
Screen recording stopped after reaching the maximum length (1 hour).	Sessions are limited to one hour; the recording up to that point is kept.
Reconnected to the screen recorder. Recording continues.	No action needed.

For supervisors and admins

• Recordings in the side navigation lists all screen recordings with search and filters, and opens them in the player. Settings on that page sets which tasks are recorded.
• The CRM page has a play button on every interaction that has a recording.
• Voice tasks have a Screen Recordings tab listing the recordings of that task.
• The player supports timestamped coaching notes with categories and star ratings, and keyboard shortcuts.

The Recordings and CRM pages are shown to users with the Flex admin role. See Playback and coaching notes and Recording policy in the Screen Recorder section for details.

Configuration

Under custom_data.features.screen_recording in the Flex configuration:

Key	Default	Meaning
enabled	false	Turns the feature on (and the customer panel, CRM and outreach buttons, which belong to the same feature).
api_url	set during installation	Address of the Floor Walker service, also passed to the desktop app.
auto_record_voice	true	Start recording when a task is accepted (all channels).
show_recording_tab	true	Screen Recordings tab on voice tasks.
allow_download	true	Download button in that tab.
show_admin_view	true	Recordings and CRM pages for admins.
outbound	see Customer CRM	Call, SMS and WhatsApp buttons.