Set Up Screen Recording

You can use the ScreenAgent NICE ScreenAgent is a service that runs on agent desktops that require screen recording. application to record your agents' screens. Before performing the steps in this section, verify the following:

• Your organization has CXone Recording enabled and any recording policies set up.
• Your agents have ScreenAgent installed.
• You have access to the CXone Console and can access the Features tab.

1. Open a separate text editor like Microsoft Word or Notepad.
2. In the CXone Console, click the Features tab.
3. Click Advanced Workflow in the list of features.
4. Click Manage Workflows.
5. Create a new workflow for starting the screen recording:
   1. Click Create New Workflow.
   2. In the block of template code, copy and paste the value of "id" into the text editor that you opened in step 1. You will re-enter this value in a later step.
   3. In the code editor of the new workflow, copy and paste the following code:
      copy

      ScreenAgent Connect Event

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      {
        "id": "",
        "label": "Screen Recording", 
        "roles: [
          "admin",
          "user"
        ],
        "_teams": [
        
        ],
        "type": "onSessionCreated",
        "action": {
          "type": "sendRequest",
          "requestType": "POST",
          "urlTemplate": "http://localhost:31322/screenagent/connect",
          "requestBody": {
            "agentCorrelationKey": "{phoneConfig.userId}"
          }
        },
        "display": "global"
      }
                  

   4. In the Teams drop-down, select the teams whose screens you want to record.
   5. In the empty "id" field, enter the value from your text editor from step 5b.
   6. Click Save.
6. Create a new workflow for stopping the screen recording:
   1. Click Create New Workflow.
   2. In the block of template code, copy and paste the value of "id" into the text editor that you opened in step 1. You will re-enter this value in a later step.
   3. In the code editor of the new workflow, copy and paste the following code:
      copy

      ScreenAgent Disconnect Event

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      {
        "id": "",
        "label": "Screen Recording",
        "roles: [
          "admin",
          "user"
        ],
        "_teams": [
            
        ],
        "type": "onSessionCreated",
        "action": {
          "type": "sendRequest",
          "requestType": "POST",
          "urlTemplate": "http://localhost:31322/screenagent/disconnect",
          "requestBody": {
            "agentCorrelationKey": "{phoneConfig.userId}"
          }
        },
        "display": "global"
      }
                  

   4. In the Teams drop-down, select the teams whose screens you want to record.
   5. In the empty "id" field, enter the value from your text editor from step 6b.
   6. Click Save.