ScreenAgent: Cumulative Release Notes

This topic provides cumulative release information for features added to current and previous ScreenAgent releases.

Use the applicable section to review updates and fixes for your deployment.

To ensure that Recording Management (CXone) Workforce Engagement (WEM) delivers a seamless customer experience that utilizes the most up-to-date technology, make sure you are using the supported ScreenAgent versions:

  • ScreenAgent for Windows versions 3.0.22 or later

  • ScreenAgent for MAC versions 3.0.1 or later

If you are using older ScreenAgent versions, you will need to upgrade all your users to ScreenAgent 3.0.x versions. Older versions are not supported and might not record your agents' screens.

You can find the latest version of ScreenAgent in the Support and Downloads page.

For information about installing and configuring ScreenAgent, see:

Advanced ScreenAgent

Advanced ScreenAgent for Windows is the latest ScreenAgent application for Windows users and requires the Screen Recording Advanced license.

Advanced ScreenAgent for Mac is the latest ScreenAgent application for Mac users. Mac users can use Advanced ScreenAgent for Mac with a Screen Recording Basic or a Screen Recording Advanced license. However, certain functionalities are only available to users with an Screen Recording Advanced license.

In addition to the basic ScreenAgent functionality, Advanced ScreenAgent is designed to reduce dependency on third-party software, optimize resource usage, and simplify maintenance through automatic upgrades. It also supports advanced capabilities when used with real-time screen monitoring.

Automatic upgrades for Advanced ScreenAgent are for the ScreenAgent web application that is responsible for most of the functionality. Other functionalities require a ScreenAgent client upgrade which needs to be done manually. You can download this upgrade from the Support & Downloads page. Support & Downloads is accessed from inside NiCE CXone when you click your initials in the top right corner of the window.

Release note Description NiCE CXone Release Advanced ScreenAgent for Windows

  • Reduced MSI installer size for a cleaner installation experience

  • Upgrade to Electron 40.4.1 (latest Chromium), bringing the newest browser-engine security fixes.

  • Added duplicate-upload protection for recorded media

26.2 5.0.39

  • Electron updated to the latest version.

26.1 5.0.22

  • First GA version for the Advanced ScreenAgent for Windows

 26.1 5.0.15
Release note Description NiCE CXone Release Advanced ScreenAgent for MAC

First GA version for the Advanced ScreenAgent for Mac

Enhancements available with a Screen Recording Basic or a Screen Recording Advanced license:

  • Deny list support that excludes specific applications and URLs from screen recording

  • Automatic cloud upload of ScreenAgent logs to simplify troubleshooting and support

  • Configurable recording settings for Mac, including frame rate and resolution options for performance optimization

  • Support for recording while agent's screen is locked

Advanced ScreenAgent for Mac is designed to support both Intel-based Macs and Apple Silicon Macs natively, eliminating the need for Rosetta 2 and ensuring compatibility with future macOS releases.

Additional enhancements available only with a Screen Recording Advanced license:

  • Remotely restart ScreenAgent from ScreenAgent Manager

  • Display of Mac domain information in ScreenAgent Manager

  • Download Advanced ScreenAgent logs for Mac from ScreenAgent Manager

 26.3 5.0.47

Basic ScreenAgent

This is the ScreenAgent application and it requires the Screen Recording Basic license.

ScreenAgent runs on agent desktops to record or monitor on-screen activity during interactions, based on configured recording policies. It operates in the background and supports physical desktops and VDI environments.

Release note Description NiCE CXone Release ScreenAgent for Windows ScreenAgent for MAC ScreenAgent for ChromeOS
  26.3  

From Release 26.3, all Mac users should use Advanced ScreenAgent for MAC

 

  • Added support for the NA3 (US East) region

  • Applied security updates to third-party dependencies to address known vulnerabilities

  • Enhanced application packaging to prevent runtime issues with native components

  • Fixed a startup issue where the ScreenAgent (Version 3.2.44) could fail to launch after a system reboot.

    Do not use version 3.2.44.

  • Support for recording while agent's screen is locked

26.2

3.2.45

3.0.11

 

  • Support for additional regions: IE Sovereign, South Africa

  • Support for ScreenAgent Manager restart action

 26.1 3.2.39    

  • ScreenAgent Manager support for downloading logs.

  • Auto logout after 15 hours was removed.

  • Support for additional region: UK Sovereign

25.2 3.2.24    

  • Support for the Island Enterprise browser.

  • Support for additional regions:

    • AU Sovereign

    • EU Sovereign

 25.1 3.2.12    

  • Support for ScreenAgent in a multi-tenant environments (with all tenants residing in the same region)

  • Resolved issues related to Proxy for OS Log-in

24.4 3.2.10    
Masking of screen recording for a single interaction (ChromeOS). 24.3     Versions are auto-installed and available.
24.2 3.1.27   Versions are auto-installed and available.

You can record and monitor agents’ screens on ChromeOS machines, such as Chromebox and Chromebook.

Records the screen using a web application. You need to configure Recording Management (CXone) application settings. You do not need to download or install client software. You need to configure ScreenAgent to use OS Login.

 24.1     GA version

Uses a new global authentication API and replaces the deprecated version.

 24.1   3.0.4  

  • The ScreenAgent configuration file is hidden by default. This makes the solution more secure and limits access to configuration file content, such as Access keys, Secret keys, configurations, and so on.

  • ScreenAgent support when installed with administrative rights on a non-persistent VMWare Horizon VDI (Virtual Desktop Infrastructure).

 24.1 3.0.22    

  • ScreenAgent supports OS Login credentials, which allows screen recording to work on advanced configurations, such as Engagement Hub (Multi-ACD/Open), multi-session environments, and more.

  • Screen recording is supported in multi-session environments and can record the screen of each agent separately. ScreenAgent should be configured to work with OS Login, and users need to log in with OS Login credentials.

 Fall 23 3.0.22    

  • You can install ScreenAgent on any drive on the agent's desktop, not only on the C drive.

  • When you upgrade or reinstall ScreenAgent, you can keep existing configuration settings or overwrite them.

  • You can download the ScreenAgent Connectivity Check tool to check that network configuration is set correctly for ScreenAgent to work properly. Users can use the tool before or after installing ScreenAgent.

Summer 23

2.2.18

    

  • ScreenAgent is installed with a digital signature.

  • ScreenAgent can record a single call for up to 3 hours (+45 min ACW) before it automatically disconnects (increased from 2 hours + 45 min ACW).

 Spring 23

2.1.154

 

 

  • New ScreenAgent configurations per Windows machine:

    • Frame per second recording rate. This helps optimize your computer resources (CPU, RAM, and bandwidth).

    • Resolution of the recording screen. This helps optimize your computer resources (CPU, RAM, and bandwidth).

  • ScreenAgent for Windows supports the User Access Control (UAC) pop-up and continues to record after the UAC pop-up is accepted or rejected.

  • On Windows machines, ScreenAgent logs are uploaded to the cloud. This improves collection of logs. Support and Services teams can access ScreenAgent logs without requesting them from the customer.

Fall 22

2.1.136

 

 

  • ScreenAgent supports self-signed certificates for screen recording.

  • Starting July 1, 2022, ScreenAgent versions lower than 2.1.40 are not supported. You must upgrade all users to ScreenAgent version 2.1.40 or higher and then contact your NiCE CXone account representativeto enable the new functionality of screen recording. You can use the current installation guide for instructions and there are no additional costs.

Summer 22

2.1.98

2.1.88

 

ScreenAgent supports 5 proxy authentication methods. This support is only for screen recording and not for screen monitoring.

Spring 22

2.1.98

NA

 

ScreenAgent is supported on Mac operating system for screen recording and screen monitoring.

Fall 21

2.1.79 and 2.1.81

2.1.79 and 2.1.81

 

NiCE CXone Recording Management (CXone) masks all active screen recordings when a voice recording is masked. This ensures that no sensitive data is transferred via digital channels.

August 21

2.1.40

 

 

ScreenAgent supports up to 10 parallel screen recordings (voice and digital) for the same agent.

Summer 21

2.1.40 and 2.1.49

 

 

In addition to support for virtual desktop infrastructure (VDI) environments using Citrix Virtual Apps and Desktops, ScreenAgent also supports VMware Horizon. There is no setup required to start using VMware Horizon with ScreenAgent.

Spring 21

2.1.24