Dynamics 365 Customer Service: Workforce engagement management - Enable enhanced screen recording controls for admins

The enhanced screen recording capability offers greater flexibility and control, enabling organizations to manage recording behavior with more precision. Key enhancements include:

Access all recording settings and configurations from Customer Service admin center > Quality Management .

Enable or disable screen recording using a dedicated toggle.

Capture call audio alongside screen recordings.

Turn off the red border displayed around representative screens during active window recording.

Allow users with the screen recording supervisor role to play recordings within the Customer Service workspace.

Business Value

You get more control over how your team captures and reviews screen activity. Role-based access makes it easy to decide who can view or download recordings, helping you stay compliant and maintain oversight. You can also play recordings directly in the Customer Service workspace, so investigations move faster. These updates cut rework, save time, and make coaching and performance reviews more effective.

Enabled for

Enabled by admins/makers/marketers for end users