Bringing end-to-end visibility with screen recording in Dynamics 365 Contact Centre

Bringing end-to-end visibility with screen recording in Dynamics 365

(A unified capability for Dynamics 365 Customer Service and Dynamics 365 Contact Center that captures an agent’s on-screen workflow to provide context beyond just voice and text.)

Real-time User Journey

This journey illustrates how screen recording helps resolve a complex “process” dispute where a transcript alone wasn’t enough:

1. Complex Interaction: An agent assists a customer with a high-value insurance claim. The interaction involves navigating three different internal legacy systems and a knowledge base.
2. Triggered Recording: As soon as the agent accepts the call in the Contact Center, the screen recording starts automatically (or is manually toggled by the service rep).
3. Visual Workflow: The agent hits a snag in the legacy system, leading to a delay. They search for a workaround in the knowledge base, which the recording captures.
4. Secure Upload: Upon ending the session, the recording is automatically and securely uploaded to Microsoft Dataverse, linked directly to the specific conversation and case record.
5. Quality Evaluation: A supervisor reviews the “Critical Failure” flagged by the Quality Evaluation Agent. While the transcript sounds professional, the Screen Recording shows the agent bypassed a mandatory compliance checkbox in the internal system.
6. Targeted Coaching: The supervisor uses the video to show the agent exactly where they deviated from the process, using the recording as a visual training tool to prevent future errors.

Step-by-Step: How to Enable This Feature

Administrators can enable and govern this feature within the admin center settings:

• Step 1: Admin Center Access

Sign in to the Customer Service admin center or Contact Center admin center.

• Step 2: Navigate to Recording Settings

Go to Operations > Insights > Call and Screen Recording.

• Step 3: Enable Screen Recording Controls

Toggle the “Enable screen recording” switch to On. You can choose to enable this for “Voice Conversations” (automatic) and “Other Workloads” (manual toggle for agents).

• Step 4: Configure Storage & Governance

Ensure your Dataverse storage is configured to handle video files. Set the Retention Policy (e.g., “Delete screen recordings after 90 days”) to align with your regional compliance laws.

• Step 5: Set Role-Based Access (RBAC)

In the Security Roles section, assign the “Screen Recording Viewer” or “Manager” roles only to authorized supervisors and compliance officers. This ensures that sensitive on-screen data is protected.

• Step 6: Deploy to Workspace

Go to Agent Experience Profiles and ensure the “Screen Recording” component is visible in the agent’s live conversation widget or productivity pane.

Infographic: Closing the Visibility Gap

Aspect	Transcript / Audio Only	With Screen Recording
Visibility	Captures “What was said.”	Captures “What was done.”
Compliance	Hard to verify if policies were clicked.	Visual proof of process adherence.
System Usage	Blind to technical glitches.	Identifies UI/UX bottlenecks in apps.
Coaching	Based on verbal cues.	Based on actual navigation and speed.
Security	Redaction limited to text/audio.	Role-based secure access to video files.

References

Bringing End‑to‑End Visibility to Customer Service and Contact Centers with Screen Recording in Dynamics 365