NTRsupport Ultimate Session Recording Enhancements

What is Session Recording?

Session Recording lets operators record remote control sessions for analysis and auditing. The option is enabled from the “Advanced Settings” screen that appears when you begin the session. It can be initiated either through Sessions Assignment, through an active Live Chat window, or from an Installable Remote Control (IRC). Recording begins as soon as the “Record Session” option is enabled. If you don’t have this feature and would like to know more, contact your account manager.

What’s New?

The Session Recording user interface has been improved for better usability and speed. Recorded sessions can now be downloaded, exported to AVI format, and saved for future analysis or audit. We will automatically roll out this enhancement to customers who already have the session recording feature.

Downloading Sessions

The “Session details” screen is now easier to use. Select a session from the list available in the administrator or operator view. As soon as the session is available for download, the text Recording session will change to View Recording. Recorded sessions are available for download approximately 15 minutes after the remote control session ends, depending on the size of the file. You will need to have a divX codec installed on your computer.

Exporting Sessions

When you click View recording, a secure, digitally signed executable file is downloaded and a new Session Recording Player screen opens. The bar at the bottom of the player displays buttons that enable “full screen” view or “scale to fit.” You can also view the time of the video in progress. To export the recorded session to AVI, click the “Export” button on the right-hand side of the bottom bar, choose a file location and click “Save.” Old sessions are not available for export as the session export functionality is only available for sessions recorded after the feature rollout.