ScreenAgent Manager

The ScreenAgent Manager allows you to view and manage all ScreenAgentClosed NICE ScreenAgent is a service that runs on agent desktops that require screen recording. instances from a single location. This makes it easier to ensure that all instances are active, configured correctly, or have the latest version and recording. Additionally, it enables IT to promptly address any issues that arise.

ScreenAgent Manager is available if you have the Screen Recording Advanced license.

You need the appropriate permissions or the Administrator role to access this application.

How to Access the ScreenAgent Manager

  1. Click the app selector icon of app selector and select Admin.

  2. Click Recording > ScreenAgent Manager.

ScreenAgent Statistics

The statistics bar at the top of the screen shows aggregated information, including the number of ScreenAgents and their OS versions. If a bar in the chart is red, it means the ScreenAgents or OS version is outdated or unsupported and should be upgraded immediately.

To see the latest information available in this section, click Refresh .

The statistics area can be collapsed to allow more space for the grid if needed.

Notifications

Notifications are sometimes displayed below the ScreenAgent statistics area to provide you with information about new features, as well as ScreenAgent versions and their support.

These global notifications will appear whether or not the ScreenAgent version is in use at your site. If your site includes ScreenAgent versions that are end of life or support for a particular ScreenAgent or Operating System mentioned, best practice is to upgrade the machine to the latest version available.

When you dismiss the notification, it will disappear.

Customizing the Dashboard View

You can refine the dashboard view with the following options.

Columns

  •  From the Select columns dropdown list, select the columns that you want to appear on the dashboard.

    Column Description Example

    Is Active

    A ScreenAgent active within the last 90 minutes is considered active. When the screen is refreshed the ScreenAgent Manager compares the current time to the last seen time and the last event time received from the ScreenAgent.

     
    Type Icons appear to indicate whether a virtual machine or physical machine.
    		 

    Machine Name

    The machine name where the ScreenAgent is installed.

     
    OS Username The OS username of the user signed into the machine's operating system. If the ScreenAgent is configured to use OS login mode, this username will be used for logging into the ScreenAgent.  
    OS Domain The OS domain (Operating System Domain) in which the machine is operating.  
    CPU The specified CPU of the machine where the ScreenAgent is installed includes the number of cores and their respective speeds, for example, 2x 2.3GHz (indicating 2 cores at 2.3GHz each). A yellow alert icon appears when the configured CPU is below the minimum required specifications.  
    RAM The specified RAM of the machine where the ScreenAgent is installed. Displayed as, for example, 6 GB. A yellow alert icon appears if the configured RAM is below the minimum required specifications.  

    ScreenAgent Version

    The ScreenAgent version installed on the machine.

    An yellow alert icon appears when the ScreenAgent version is no longer supported.

     

    OS Version

    The Operating System installed on the ScreenAgent machine. A yellow alert icon appears when the Operating System is no longer supported.

     
    Resolution

    By default, the ScreenAgent captures the native screen resolution of the screen on the ScreenAgent client machine. If this setting is changed the new setting will be indicated here.

    The possible values are: Default, High, Medium, Low.

    Lowering the resolution reduces the file size, CPU, RAM, and the used bandwidth.

    		  
    Frames Per Second

    The FramePerSecond (FPS) value set in the recordingParameters defines how many frames the ScreenAgent will capture in one second. The defined value will appear here. Possible values are: 1, 2, 3, 4, or 5. The default value is 5.

    Lowering the FPS reduces the file size, CPU, RAM, and the used bandwidth.

    		  
    Connectivity

    There are two types of connectivity: 

    • OS Login: The ScreenAgent uses the credentials that the agent uses to log into the machine.

    • Auto: The ScreenAgent uses the CXone Mpower Agent/MAX/SFA client to connect to CXone Mpower servers.

    		  
    Installation Date

    The date the ScreenAgent was installed on the machine.

    		 
    Agent Name

    The most recent agent who was registered to work with the ScreenAgent (current or last agent).

    		 
    Last Login The last time the ScreenAgent detected that an agent logged into the ScreenAgent.  
    Last Seen

    The last known activity of the agent (by token creation, token refresh, or when a new call was started).

    		 

  • Click a column header to sort in ascending or descending order.

ScreenAgent Search

  • Enter the hostname of the ScreenAgent you are searching for in the ScreenAgents field.

    The dashboard will be updated to show information for the selected ScreenAgent machine.

Predefined Filter Tabs

At the top of the grid:

  • To view only your old ScreenAgent versions, click Old ScreenAgent Versions.

  • To view only your old operating system versions, click Old OS Versions.

  • Click All to clear the filter and return to the main grid view.

Filters 

  • Click Filter to filter ScreenAgents by their ScreenAgent versions, OS versions, and resolution.

    When any of these filters are applied, the filter button is marked with a blue dot .

  • Click Clear All to remove all filters.

  • Click Filter again to return to the main grid view with the filter tabs.

Export

You can export the data that appears on the grid to an Excel or CSV file.

  • When any filters are applied, the filtered view determines the data that will be included in the exported file.

  • When there are many machines listed, exporting data may take longer than expected.

  • Up to 1,500 lines (ScreenAgent) that can be exported. If there are more than 1,500 ScreenAgents on the dashboard, only the first 1,500 will be included in the export.

  • While the download is in progress, you can continue to browse in the dashboard.

Refreshing Data

The data on the dashboard is updated whenever you take an action such as filtering, sorting, or clicking Refresh .

The ScreenAgent Manager Statistics at the top of the screen is refreshed only when you click Refresh .

Actions Menu

Click on the Actions menu to select any of the following options.

Download Logs

After you select Download Logs, files are provided as described below:

  • Real-time. Log files from the agent's machine, along with the last two log files available from the S3 bucket. To receive log files in real-time, the agent must be logged into the ScreenAgent and the installed ScreenAgent version must be 3.2.21 or later. If these requirements are not met, offline log files will be provided.

  • Offline. When real-time logs cannot be obtained, up to the latest three logs from the S3 bucket are downloaded, depending on how many logs were uploaded to the bucket.

You must remain logged in until the file download is complete.

Remove

When necessary, you can remove a ScreenAgent from the dashboard view. This action does not uninstall the ScreenAgent.

For example, If a machine is down and there are no plans to fix it, you may decide to remove it from the dashboard view.

If you accidentally remove an active ScreenAgent, not to worry, it will reappear the next time an agent logs into the ScreenAgent.

Details Pane

On the right-hand side of the screen, a panel displays two tabs:

General: This tab provides a brief overview of the selected machine's information.

Actions: This tab displays the status of downloaded log files. You can configure it to display information from the last 24 hours, 72 hours, or the last 7 days.