What it does

Capture rep on-screen activity during customer interactions via a desktop companion app. Recordings upload to Dataverse for supervisor/admin review (QA, compliance, training). Reps can't view their own.

Key facts

• Requires desktop companion application installed and running on the rep's local machine: without it, recordings are not uploaded to Dataverse
• Three security roles: Screen Recorder (reps, enables recording), Screen Recording Supervisor (view list only, no download), Screen Recording Admin (view + download)
• Enabled per experience profile: Productivity pane → Screen recording toggle
• Recording types: Automated (starts automatically on voice call accept, stops when call ends) or Manual (rep-initiated, continuous, cannot be paused)
• Recordings capped at 2 hours: saves, uploads, and starts a new recording at the limit
• Captures entire screen, not just the D365 application: all on-screen content is recorded
• Multi-screen capture: when enabled, reps choose which monitors are recorded on a multi-monitor setup; when disabled, every monitor is recorded
• A red border is drawn around the rep's screen while recording, on by default. Since September 2026 an admin can switch it off — but only in the United States. Everywhere else the checkbox is fixed on and can't be edited
• Turning the red border off requires accepting an in-product legal attestation: you confirm your organisation has obtained any legally required notice and consent to record without an on-screen indicator. The acknowledgement is recorded per administrator, per environment, for audit
• With the border off there is no on-screen recording indicator at all — nothing else replaces it
• Tenant-level screen and audio toggles live in Copilot Service admin center under Quality Management > Enable screen and call recording, and workstream-level settings still have to be configured before anything is captured
• Disabling audio recording at tenant level overrides every workstream configuration and stops audio recording org-wide
• Sensitive values on screen can be blurred automatically before playback with OCR and PII detection from Azure AI services. See [[feature-screen-recording-data-masking]] — it's visual only, irreversible, and billed to Azure separately
• No default retention policy: recordings accumulate indefinitely until a Bulk Record Deletion job is configured
• Configure retention via bulk delete job on Screen Recordings table; also configure for Transcripts (separate job)

When to use / skip

Use when the client needs full interaction capture for QA, regulated industry compliance, or dispute resolution beyond audio recording alone.

Configuration decisions

• Automated vs. manual recording: automated for voice channel compliance; manual for on-demand QA capture
• Retention period: must be defined before go-live; agree with the client's legal/compliance team; configure the bulk delete job immediately

Gotchas

• Legal compliance is on the client. Screen recording captures employee activity and may trigger employment law, privacy law, and customer consent depending on jurisdiction. Legal review before enablement: not a config task.
• The red border opt-out is a compliance decision dressed as a checkbox. Microsoft gates it behind an attestation and logs who agreed, which tells you exactly how they view the liability. Anyone clicking it is personally on the record.
• The opt-out is US-only, so a global client will get inconsistent rep experience across regions and there's no configuration that fixes it.
• Tenant-level audio disable silently overrides workstream settings. Someone turns it off to stop one workstream recording and takes down audio capture everywhere, with the workstream config still showing enabled.
• No default retention policy. Storage costs explode without a bulk delete job. Configure retention on day one.
• Desktop companion is an ongoing IT task. Install on every rep's machine, keep current. Use endpoint management (Intune/SCCM). One-time installs create gaps.
• Entire screen scope is broad. Captures other apps, personal browser tabs, internal systems. Document this in employee disclosure/consent.

Consultant notes

• Get legal review done before screen recording is enabled, not during UAT. Recording employee screens during work hours touches employment law (varies significantly by jurisdiction: UK, EU, US states all handle it differently), data protection obligations, and potentially works council or union agreements in unionised environments. This is a decision that needs to be documented as client-approved, not assumed to be acceptable because the feature exists.
• Configure the bulk delete job for the Screen Recordings table on day one of production. There is no default retention policy, and screen recordings are large files. Without a job running, storage costs will climb in the background and won't be obvious until someone notices the Azure bill. Treating retention as a post-go-live activity is a pattern that consistently causes storage incidents at the three to six month mark.
• Treat the red border opt-out as a legal sign-off item with a named approver, not an admin setting. The attestation is recorded against whoever clicks it, and in most engagements that shouldn't be a consultant on a delivery account. Get the client's own compliance owner to make the change in their own environment, and put the date and the name in the handover pack.
• The desktop companion app is an ongoing IT estate management task, not a one-time install. New reps, rebuilt machines, and OS updates will all create gaps in coverage over time. If the client doesn't have endpoint management (Intune, SCCM) already deploying and updating the companion app automatically, the screen recording coverage will degrade gradually without anyone noticing. This needs to be in the IT onboarding runbook and managed as ongoing infrastructure.

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Worth revisiting if the recording-indicator opt-out extends beyond the US, or if a cloud-based recording option removes the desktop companion dependency. Last refreshed 2026-10-24: pointer to screen recording data masking. Previously refreshed 2026-09-23: red-border opt-out, its attestation and audit trail, multi-screen capture and the tenant-level override behaviour.