Overview
This article will help walk through the updated Screen Capture Agent Management page and what functionality exists on the page. This page is used to help with:
Checking last date a recording was created for an agent
What agents are enabled for screen capture or helpdesk blocking
Verify Chrome Extension and Native App installation statuses
Who has access to this page?
All MaestroQA Admins by default will have access to this page if Screen Capture is enabled for your account. If you do not currently have Screen Capture but are curious about it, reach out to your CSM or give us a heads up in our Support chat!
For Non-Admins, you will not have access to this page unless permission is granted by the MaestroQA Admin. Please chat with your MaestroQA Admin about gaining access!
Using the Agent Management Table Filters
There are 4 separate searching/filter options available on the Agent Management page:
"Search for an agent" search bar that allows you to look up an agent's Name
Agent Name is determined by the name listed for their Agent Profile in Maestro on the Agent tab in Role Permissions
Date range filter to determine what time frame to find SC stats for:
Past 24 hours
Past 7 days
Past 30 days
Agent Group Selector to limit what agents pop up in the table
Screen Capture Status Selector that have the options:
Active
Inactive
Not Invited
Breaking Down the Agent Management Columns
The Agent Management table is located on the Screen Capture page. In this table, you have access to the following columns:
Column Name | Purpose |
Agent Name | Shows the Agent's Name and Agent Email associated with the Name |
Groups | Displays Agent Groups the agent is in |
Extension Status | Displays statuses of:
In addition, if set to Active, it will display the date the Extension was installed by the agent. |
App Status | If the Companion App has been used to create a recent recording, this will reflect as "Active". |
Screen Recording Enabled | Shows whether an Agent is enabled to start using Screen Capture.
If this is disable, they will not create Screen Captures. |
Opportunities w/ Recordings | A percentage calculation that displays number of successful screen capture recordings were made based off of number of screen capture opportunities.
Note: One ticket can have multiple Screen Capture opportunities. |
Helpdesk Blocking | If enabled, an agent will be required to share their screens before they start doing work in their Helpdesk. |
Last Recording | Last date that the agent has created a recording.
If a recording has not been created in the past 7 days, this will show up as a "-". |
Note: Limited Admins, Graders, and Managers can also access this page if they are granted access through Role Permissions.
FAQ
Do I need to invite an agent to have them start using Screen Capture?
No, it is not required to invite an agent to have them start using Screen Capture. All that is required is the following:
Agent has the correct Screen Capture extension, and if needed the Companion app, downloaded and granting proper permissions to the applications
Agent is enabled for Screen Capture either through the Configuration page or the Agent Management page
For Helpdesk Blocking and Extension Status, I no longer see a toggle, why is this happening?
If you are enabling agents for Helpdesk blocking or Screen Capture by an Agent Group level, you will see that the toggle to disable an agent for those settings disappears.
In its place, you will see the Agent Group that is responsible for enabling the feature for the agent as well as a hyperlink to the Configuration page that will lead you to the corresponding setting.
For the screenshot example above, agents set in the Agent Group "All Agents" are configured for Helpdesk Blocking.
To disable an agent for either of these settings, we recommend to shift them out of the Agent Group through the User Roles > Agent Groups page.
I am seeing low recording percentage/low number of recordings, what should I do?
If you are seeing low recording percentages for agents, we recommend to:
Enable Helpdesk Blocking
Use the Companion App for Screen Capture
Both of these combined not only create a more streamlined Screen Capture experience for the agent but also reduces chances for a Screen Capture to be missed.
If you are still seeing a large number of tickets missing Screen Captures, please feel free to chat in!