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| Enabled for | Public preview | General availability |
|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | 
Mar 27, 2026 |
Business value
Screen recording provides clear visibility into how representatives work, helping you identify issues faster and coach more effectively. By capturing full‑screen activity and securely uploading it for review, you gain reliable insight into each interaction without adding extra steps for agents. This reduces investigation time, strengthens compliance through consistent recordings, and supports better decisions that improve both quality and customer experience.
Feature details
Screen recording captures full‑screen representative activity during customer interactions, giving supervisors an exact view of what occurred in each session. The system records the active monitor, includes system audio when full‑screen capture is enabled, and securely uploads the file to Dataverse at session end. Local copies are automatically deleted to protect sensitive data. Administrators with screen recording access can view the list of recordings, download, and analyze recordings for coaching, quality assurance, and compliance. Each file includes metadata such as case ID and representative name for accurate identification and retrieval. Recordings support durations up to two hours with built‑in guardrails for performance and file size.
If your organization uses Customer Service or any Contact Center channel, screen recording can be enabled when the Desktop Companion Application is installed on a Windows device. As recordings are triggered by user roles, no manual setup is required in automatic capture scenarios. For workflows requiring manual control such as monitoring customer service reps working on chats or cases, representatives can start and stop recordings manually. All recordings are uploaded to Dataverse after the session ends, provided the Desktop Companion Application remains active.
Administrators can manage screen recordings by configuring role‑based access so that only authorized users are eligible for screen recordings, and for further viewing or downloading recordings.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Related content
Configure screen recording (docs)