Troubleshoot Recordings

Are your interactions recording as you anticipated? If not, then:

  • Check your Recording Policies. Pay special attention to the priority of your recording policies, filters, and recording percentages.

  • Make sure the agent has the attributes Can be Recorded (Voice) and/or Can be Recorded (Screen) (in CXone, go to Admin > Employees, and then click on the agent).

  • Do you have Studio scripts with LogRecordingPro or Do Not Record actions? See CXone Recording.

  • Identify Recording Errors.

Identify Recording Errors

In the Interactions application, use the date picker and free text to find segments. Sort the search results by the recording alert column to identify calls with ScreenAgent errors:

  • ScreenAgent error—There are multiple reasons, such as the agent doesn't have ScreenAgentClosed NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues.

  • Audio not available: incomplete audio data—Audio isn't available for this interaction (incomplete audio data). Contact NICE CXone support.

  • Audio not available: missing audio packets—Audio isn't available for this interaction (missing audio packets). Contact NICE CXone support.

  • System error—General error. Contact NICE inContact support.

  • Call too short—Call is less than 4 seconds so cannot be recorded.

  • Masking failed—Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click ActionScreenshot of the actions button and select Delete Recordings.

  • Recording stopped on demand—Recording stopped by the user.

  • Pending deletion—A request was submitted to delete the voice and screen recordings for this segment. Check the Activity Audit Report for more information. Once the recordings are deleted, only metadata and any transcripts will be available for this segment.

  • Recordings deleted—Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata and any transcripts are available for this segment.

To show this column, click Columns... and select the recording alert column (see Customize Columns).

Resolve ScreenAgent Issues

For agents who have Windows 10 and only 1 of their screens is recorded, or the screen is black, blurry, or cut off during playback, then download the newest version of ScreenAgent.

When monitoring an agent in Supervisor, the agent's screen may show as black or cut off. This can happen when ScreenAgent is running and the agent connects an additional computer screen. On the agent's computer, go to Windows Task Manager and end all ScreenAgent.exe tasks. The ScreenAgentWatchDog.exe will automatically restart ScreenAgent.

  1. The agent has the attribute Can be Recorded (Screen) (in CXone, go to Admin > Employees, and then click on the agent).

  2. The Recording Policies are only set to record agents with ScreenAgent running on their computers.

  3. ScreenAgent V2.x is installed (in Windows, go to Programs and Features).

  4. The agent either uses MAX softphone or has Agent for Salesforce softphone running on the same computer as ScreenAgent.

  5. These processes are running in the Windows Task Manager:

    • ScreenAgent.exe (there are multiple instances)

    • ScreenAgentWatchDog.exe

    If they’re not running, then start the ScreenAgentWatchDog.exe:
    %ProgramFiles%\NICE-InContact\ScreenAgent\ScreenAgentWatchDog.exe.

  6. The ScreenAgentWatchDog file is located in: %ProgramFiles%\NICE-InContact\ScreenAgent\ScreenAgentWatchDog.exe. If not, then Install ScreenAgent.

  7. The access key and region are valid in the ScreenAgent log file. The log file is located in: %appdata%\ScreenAgent\ScreenAgent.log. If they're not, then reinstall ScreenAgent according to the instructions in Install ScreenAgent.

  8. Port 31322 on the agent's computer is open and not in use by another application. This port is only used for internal communication between ScreenAgent and MAX/Agent for Salesforce on the agent's computer.

  9. A hotspot connection from a mobile phone works. If it does work, then verify that your port, domain, and IP addresses are set up according to the Port, Domain, Voice, and IP Address Requirements.

  10. You have a stable internet connection.

  11. Open the Windows Task Manager and end all the ScreenAgent.exe processes. The ScreenAgentWatchDog.exe process automatically restarts the ScreenAgent. Try recording again and see if the issues are resolved.

  12. Review the ScreenAgent log file for errors. Go to %appdata%\ScreenAgent\ScreenAgent.log.

    If there are errors, send these files to NICE CXone support:

    • %appdata%\ScreenAgent\ScreenAgent.log

    • %appdata%\ScreenAgent\ScreenAgentWatchDog.log

    • %appdata%\ScreenAgent\config.json

FAQs

  1. Click the Windows button and type Programs and features.

  2. In the Programs and Features (or Apps & features) window, filter on ScreenAgent.

    The version is listed on the ScreenAgent tile under NICE-inContact (for example: 2.1.4).

ScreenAgent automatically records the agent's screen using the actual screen resolution.

ScreenAgent records using H.264 encoding.

ScreenAgent can record a single call for up to 2 hours, then automatically disconnects.

After an agent is logged on a MAX/Agent for Salesforce softphone for 15 hours, the agent needs to log off the MAX/Agent for Salesforce softphone and log on again for screen recording to work.

Officially, CXone will record up to 3 monitors. Some customers have reported successfully recording up to 6 monitors.

The system is programmed to give a randomized sample. In most scenarios, a simple calculation will not be good enough as there will be multiple calls coming through at the same time. The system randomly picks a number, for example, a number between 1 to 100. If the random number that is picked is 10 or smaller then the recording would be recorded. If it is larger than 10 (10%), then the call would not be recorded. In this way, the application gets an actual randomized, statistically valid method of gathering the 10%.

There is no setting within the ScreenAgent. However, lowering the agent’s monitor resolution would result in reduction of file size and bandwidth used.

It is recommended to configure the installation to Run with administrative rights. Make sure you restart all agents' computers after installation.

Use the Billing Report available in Prebuilt reports to access these details.

The recording is kept for the retention period defined in the Life Cycle Management (LCM). The archiving process is as follows:

  1. The call is recorded using the CXone Recording application.

  2. The call is pre-processed for archiving and placed on a temporary S3 bucket. It is then sent for archiving to active storage (short/hot S3 bucket) for the defined time in the LCM.

  3. The next step is defined in the LCM rule where it is moved to long term (cold/glacier) storage or deleted. If the call is moved to long-term Storage, it can be retrieved using the retrieval process.

    It can take up to 5 hours to move interactions from long-term storage to active storage.

No, the archiving is done by AWS Lambda which is triggered for each call individually once the call ends.

ScreenAgent can record a single call for up to 2 hours, then automatically disconnects screen recording. The audio recording continues up to 5 hours. CXone does not start a new screen recording until a new interaction starts.

The Mac ScreenAgent is verified with both M1 and Intel processors. The M1 is tested on Mac mini, and the intel i5 processor is tested with MacBook Pro.