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How recording works

The Screen Recorder records the agent's screen for as long as the agent has at least one task open. Every part of the recording is labelled with the tasks that were open at the time, so each conversation gets its own recording even when the agent handles several at once.

From accept to playback​

  1. Start. When the agent accepts a task that the recording policy covers, Flex tells the app to start recording.
  2. More tasks. If the agent accepts another task while recording, it joins the same recording. Only one recording runs per agent at a time, however many conversations are open.
  3. While recording. The app uploads the recording in short parts as it goes, so at most about 30 seconds is waiting on the agent's computer and very little is lost if the computer fails.
  4. Task ends. When a task is completed, it leaves the recording; recording continues while other tasks are open.
  5. Last task ends. When the last open task is completed, the app uploads what is left and the recording is finished.
  6. One recording per task. Floor Walker then makes one recording per task, and they appear on the Recordings page and in the CRM.

A recording that is never finished (for example, the agent's computer is switched off mid-call) does not appear in the list.

Parallel conversations​

A task's recording covers its whole open period, from accept to completion, whether or not it was the conversation the agent had selected at the time. Two chats handled side by side therefore share the same screen footage. A task's recording can start up to 30 seconds before the task was accepted and end up to 30 seconds after it was completed.

Each task's recording appears as its own row in the recordings list and plays on its own. See Playback.

Pause and resume​

Agents can pause the recording while sensitive data (card numbers, personal data) is on screen.

  • Pause stops capturing. Nothing is recorded while paused, so the paused time does not exist in the recording.
  • Resume continues the same recording. During playback the video simply jumps over the paused time.

Pause applies to the agent's whole recording, so it covers all their open conversations.

Audio​

The recording includes the computer's sound. In addition, for voice tasks the app records the call audio separately for transcription. The transcript feeds the AI insights shown in the Agent Workspace (see Interactions and AI insights). See Audio capture for what the agent's computer needs.

Connection loss and limits​

  • Flex disconnects (the browser tab is closed or reloaded, or the network drops): the app keeps recording for 30 seconds. If Flex reconnects in time, the recording continues; otherwise it is finished.
  • Maximum length: a recording is stopped after 1 hour. The recording up to that point is kept.

Storage​

Recordings are kept in private storage by the Floor Walker service. The app uploads, and the player streams, only through short-lived links issued to the signed-in user. Agents' computers and supervisors' browsers only need to reach the Floor Walker service over HTTPS. See Security and data.

Retention​

Recordings are deleted automatically after a retention period, 90 days by default. Ask us to change it for your installation. Coaching notes are kept after the media expires.