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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 backend, 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 session 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 screen is encoded with FFmpeg into 30-second HLS segments that are uploaded as soon as they are written, 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. Media goes to a private bucket in the backend's object storage through short-lived links, and is deleted after a retention period (90 days by default).

How it fits together​

  1. The agent signs in to Flex. The plugin connects to the app on the same computer and hands over the tokin-api address and the agent's Flex token.
  2. When the agent accepts a task, the plugin asks the app to record it. The app captures the screen, writes segments and uploads them.
  3. When tasks are completed, the plugin tells the app; after the last one, the app finishes the session and tokin-api creates one recording per task.
  4. Admins open recordings in Flex and the browser streams them from object storage.

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.