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“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“As a design and marketing partner to millions of small businesses worldwide, Vista has always prioritized customer experience. Level AI’s agent screen recording has added “eyes” to a process where we only had “ears” before. This has helped us identify opportunities to improve our processes and tools and coach our agents more effectively, which improves both team member satisfaction and customer experience.”

Michael Villanueva

Global Director of Quality - Vista

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

“Your advanced call center screen recording capability and redaction won the day. Your competition said, we just can’t match Level AI in that area.”

Shahryar Rehman

Head of Operations - Bakkt

FAQ

Frequently Asked Questions

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1. Does call center screen recording software capture an agent’s entire screen or only the active tab?

Level AI’s call center screen recording software is engineered for complete visibility, capturing an agent's entire digital workspace, not just a single active tab. We understand that agents frequently work across multiple applications, which is why our agent screen recording technology supports up to four monitors simultaneously. This ensures you have a comprehensive record of every tool and window the agent uses, providing a full picture of their workflow.

2. Does contact center screen recording capture all browser windows and applications an agent has open?

Yes, our contact center screen recording solution is designed to capture the full agent desktop. This includes all open browser windows, tabs, and any standalone applications running on their machine. Whether it's your CRM, an internal knowledge base, or a third-party tool, Level AI screen recording captures all of it, giving you a complete and contextualized view of the agent's process.

3. Can contact center screen recording capture agents navigating internal tools and administrative systems, not just customer-facing applications?

Absolutely. Our contact center screen recording is application-agnostic, meaning it captures all on-screen activity with equal clarity. This includes agent navigation within internal tools, back-office systems, and administrative platforms. We know that critical parts of the customer journey happen in these systems, and our platform ensures you can see exactly how your agents are using them to resolve issues

4. Is screen recording automatically linked to the corresponding call or chat, or does it require manual matching?

Efficiency is at the core of our design. Every agent screen recording is automatically synchronized and stitched together with its corresponding audio or chat transcript. This creates a single, unified interaction record within the Level AI platform, eliminating any need for manual matching. When you review an interaction, the contact center call recording software and screen recording are already perfectly timed, providing a seamless and contextualized view

5. Can Level AI screen recording work alongside existing contact center call recording software, or can it replace an existing screen recording solution?

Our solution offers complete flexibility. Level AI screen recording can be layered on top of your existing contact center call recording software to augment your current setup with our advanced AI capabilities. Alternatively, it can serve as a full replacement for your legacy screen recording solution, providing a modern, reliable, and feature-rich platform to meet all your recording and analysis needs.

6. Does screen recording data contribute to QA scoring, or is it stored only as a video recording?

While our agent screen recording provides invaluable visual context for manual QA evaluations today, we are pushing the boundaries of automation. Our product roadmap includes leveraging Level AI screen recording data to automatically score QA questions. Soon, our AI will be able to analyze on-screen actions to verify procedural steps, turning the screen recording from a simple video file into a rich source of data for automated quality assurance

7. Can call center screen recording software verify that required actions were completed outside the customer interaction, such as adding notes to an order system?

Yes. Our call center screen recording software includes an AI-powered feature called "Smart Skip," which intelligently detects and highlights key on-screen events. This includes moments when an agent is typing notes into a CRM or an order management system. This allows auditors to quickly jump to these specific moments in the recording to verify that necessary post-interaction work was completed accurately, without needing to watch the entire video

8. Can Level AI screen recording automatically verify whether customer information was entered correctly without requiring manual video review?

While our platform is moving rapidly in this direction with our auto-QA for screen recordings initiative, the primary method for verifying data entry accuracy today is through reviewing the recording. However, our AI-powered features make this review process significantly faster. In the near future, Level AI screen recording will be able to automatically analyze on-screen data entry for accuracy, transforming this manual task into an automated one

9. Does contact center screen recording support screen scraping to extract structured data from recorded activity?

Our contact center screen recording platform uses advanced AI and computer vision to analyze and understand on-screen content, which is more sophisticated than traditional screen scraping. This technology is powerful enough to identify and automatically redact sensitive information like PII or credit card numbers directly on the video. This same underlying capability to recognize on-screen elements is what will power our future automated QA and data extraction features

10. Can Level AI screen recording recognize and analyze activity across internal business applications and custom tools?

Yes. Level AI screen recording is designed to be universally compatible. It can recognize and analyze agent activity across your entire software ecosystem, including homegrown internal applications and custom-built tools. Our platform provides a true end-to-end view of agent behavior, ensuring no part of the process is a black box.