Agent Desktop Recording Client Installation

Agent Desktop Recording REQUIRES that any agent whose screen you wish to record, must have the Sharpen tray app/service installed and operational before their screens are recorded. Currently we support Windows and Mac desktops in ADR. Please download and install the appropriate app on any agents computers that will be part of ADR configured queues. If an agent logs into a Q that has ADR configured, but does not have the tray app installed, their screens will not be recorded, but they will still be able to accept the call

Windows Installation - Installation on the Windows OS is performed through an .exe installer. After downloading it in your browser, you can drag it to your desktop and double-click to launch the installation process:

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The installation itself is silent - no pop-ups, confirmations, directory/path changing, etc. It should complete the install on its own and place an icon on your desktop like so:

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** If you are not prompted, please manually reboot the computer after installation

Mac Installation - Apple computers require additional OS level steps and permissions, make sure to complete these if using on a Mac

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After completing all steps, quit but DO NOT manually restart the tray app (it must be launched automatically from the browser)

** If you are not prompted, please manually reboot the computer after installation

Browser Permission Settings

After a successful installation, the app-tray should be automatically launched when browsing to Sharpen Q (as long as your user account is a member of a queue where Desktop Recording is turned on). You should see various screens prompting you to “allow” the app-tray to run (depending on browser, version, extensions, settings, etc):

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You must give permissions to the browser page so that it is able to launch the app automatically when a call routes to your user. Click on the “Always allow…” selection box, then hit done.

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Note: If you are not getting the permissions pop-up to appear, it’s possible that your browser isn’t locating/recognizing the local app’s runtime correctly (due to any number of configuration settings or nuances that are unique to your machine).

• As a troubleshooting step, this is the only time you can try launching the app manually via the desktop icon - so that you see it appear in your app try like so:

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After this step has been completed, make sure you’re completely logged out of Sharpen. Then navigate back to http://app.sharpencx.com, access Sharpen Q (with at least one of your queues having Desktop Recording enabled), and check to see if you’re appropriately prompted with the “always allow” permissions pop-up instead of a blank page.

Resource consumption

A common question with something as immersive as desktop recording is “what are the requirements?” There are so many variables that can affect this that it is difficult to list minimum hardware, network, etc. Sample tests are provided below to show various possibilities. There are no hard limits coded into desktop recording (e.g. no limit on number of monitors, or length of calls)

• desktop recording quality

  • 1080p resolution

  • all agent screens up to 4 screens supported

  • record at 1FPS

  • consumes roughly .4 MB/min/screen

• Test 1

  • OS: macOS Big Sur - Version 11.4

    Build: MacBook Pro (15-inch, 2019)

    Processor: 2.6 Ghz 6-Core Intel Core i7

    Memory: 16 GB 2400 MHz DDR4

    Graphics: Radeon Pro 555X 4GB / Intel UHD Graphics 630 1536 MB

    Monitors: 3

    Built-in Retina Display: 15.4-inch (2880 x 1800)

    LG ULTRAWIDE Display: 34-inch (2560 x 1080)

    LG Display: 21.5-inch (1920 x 1080)

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• Test 2

  • OS: Windows 10

    Build: Surface Pro

    Processor:  Intel Core i5-6300U CPU @ 2.40GHZ

    Memory: 8 GB

    Monitors: 2

    • Built In Display

    • LG Display: 21.5-inch (1920 x 1080)