CxEngage Quality Management: Delete & Download Screen Capture Video Files

September 3, 2019

What is it?

This update will provide users the ability to select, delete, and download video files that are stored in CxEngage Quality Management call storage directly from the Recording and Playback UI. When Screen Capture is captured along with an audio file, the video file will be available for deletion – this will delete the video file but KEEP the audio file. The goal is to help customers control their storage costs by deleting older video files no longer needed that take up a larger volume of billable storage space.

Key Benefits:

Administrators can delete audio and video recordings separately or together and can optionally delete all metadata along with the audio/video artifacts.

  • Enable customers to download the screen capture file for playback with any 3rd party media player
  • Decoupling the video from the management of the audio file will give customers more flexibility and control over the management of these artifacts

Good to Know:

  • Audio files will be accessible for download and deletion
  • When Screen Capture is captured along with an audio file, the video file will be available for download: both the audio and video will be downloaded in a single file
  • When Screen Capture is captured along with an audio file, the video file will be available for deletion: this will delete the video file but KEEP the audio file

In addition,

  • Users will be able to select the option to Download Audio (in a separate file) or Video (both audio and video in the same file)
  • Users will be able to select the option to Delete Audio, Video, or Both for recorded interactions with Screen Capture files
  • Only users with the DELETE_PLAYBACK_CALLS permission will be able to delete screen recordings
  • Only users will the DOWNLOAD_PLAYBACK_CALLS permission will be able to download screen recordings