When the screen of an agent that is under remote control changes to another screen, this screen transition is recorded in a file. This file is referred to as a recording file. To play back records in the recording file, use Remote Control Player, which is a function provided by the controller. If you convert the recording file to an AVI file, you can play back the AVI file even in an environment where the controller is unavailable. The figure below provides an overview of recording, playing back, and converting the agent screen display.

Figure 4-60 Overview of recording, playing back, and converting the agent screen display

The function to record and play back agent screen display can be used for a number of purposes, including the following:

• Troubleshooting
  A certain level of skill and knowledge are required to provide an explanation on how problems occur and to understand such explanations. If records of actual operations are available and can be played back, explanations supplemented with such records will be more understandable. The efficiency of troubleshooting will be increased.
  
• User training
  You can record a sequence of operations used to solve a problem or to run an application. This record can be used as training material. For example, you can record the procedure of operations for a business application. End users can play back this record any number of times until they obtain a good understanding of the procedure.