ScreenAgent for Windows

ScreenAgentClosed NICE ScreenAgent is a service that runs on agent desktops that require screen recording. is available if you have CXone Recording Advanced and a screen recording license.

Install ScreenAgent on computers to record or monitor activity on an agent's screen during an interaction. ScreenAgent runs in the background and automatically records according to the recording policies (see CXone Recording). Supervisors and evaluators can also monitor an agent’s activity during an interaction (see Manage Agents).

You can either install ScreenAgent on agents' computers, or in a virtual desktop infrastructure (VDI) environment:

  • Supported VDIs include VMware Horizon and Citrix Virtual Apps and Desktops (formerly XenApp and XenDesktop). VMware Horizon doesn’t require any special configuration. For Citrix instructions, see Install ScreenAgent.

  • Screen recording does not work with terminal-server type VDI environments and/or non-persistent VDI environments. These environments do not support screen recording.

From July 1, 2022, ScreenAgent versions lower than 2.1.40 are not supported.

From January 1, 2023, any ScreenAgent version lower than 2.1.40 will not work and will not enable screen recording.

You must upgrade all users to ScreenAgent version 2.1.40 or higher before January 1, 2023, and then contact your CXone Account Representative to enable the new screen recording functionality. You can find the latest version of ScreenAgent in the downloads page.

Note: Version 2.1.4 is an earlier unsupported version. It is not the same as version 2.1.40.

You can watch a video that gives an overview of the installation of ScreenAgent on an agent's computer. The video includes the prerequisites and installation steps.

Prerequisites

Before starting installing ScreenAgent, make sure to:

  1. Check the Port, Domain, Voice, and IP Address Requirements. Keep in mind, ScreenAgent doesn't record if your firewall strips request headers from HTTPS packets.

  2. If your site uses VDIs, make sure:

    • You're using ScreenAgent V2.1 and up.

    • For Citrix virtual apps mode:

      • Enable a Virtual IP Loopback policy. Add ScreenAgent.exe and Chrome.exe to the Virtual IP virtual loopback programs list. Keep in mind that each program must be listed on a separate line.

      • Install ScreenAgent on the Citrix Virtual Apps server.

    • VMware Horizon and Citrix virtual desktop mode don't require any special configuration.

  3. Check the agent's computer configuration.

  4. Make sure the user who is installing ScreenAgent (for example, the admin) has Admin privileges on the agent's computer.

  5. Make sure the user who is installing ScreenAgent (for example, the admin) has these CXone permissions:

    • Can access support downloadsOn, this allows you to access the Supports - Downloads page.

    • Access KeyCreate, this is to manage access keys for your organization.

  6. Follow the below steps in given order to generate an access key for ScreenAgent. You can use the same access key for installing ScreenAgent on all agents' computers in your tenant.

    The access key receives all of the permissions of the CXone user who generates it. If this user is an administrator, then anyone with the access key would have administrator privileges. So for security reasons, first create a CXone user and role for ScreenAgent, and then generate the key with the ScreenAgent user.

    1. Create a role for the ScreenAgent service:

      1. Click the app selector and select Admin.
      2. Go to SecurityRoles and Permissions.

      3. Click New Role.

      4. Give a name for the role, such as ScreenAgent access key.

      5. Remove all permissions for the role.

      6. Save & Activate the profile.

    2. Create an employee for the ScreenAgent service:

      1. Click the app selector and select Admin.
      2. Click Employees.

      3. Click New Employee.

      4. Give a name for the employee, such as ScreenAgent.

      5. From the Primary Role drop-down list, select the ScreenAgent access key role you just created.

      6. On the General tab, clear all the attributes.

      7. Create the ScreenAgent employee (the Access Keys tab only shows after you create the account).

    3. Open the ScreenAgent employee again, then go to the Access Keys tab and generate an access key.

    4. Copy both the Access Key ID and Secret Access Key and save them somewhere safe. If you don't copy the Secret Access Key or if you lose it, you'll need to create a new one. Use this access key ID and secret access key when installing ScreenAgent on all agents' computers.

    5. Activate the ScreenAgent employee account by clicking the Activate Account button in the activation email.

  7. Download the ScreenAgent MSI:

    1. Go to CXone, and log in as a user with the Can access support downloads permission.

    2. Click your Username and select Support and Downloads.

    3. Download the ScreenAgent MSI. Note where you download the MSI to, you'll need the file location later.

  8. ScreenAgent supports five proxy authentication methods for screen recording—Basic, Digest, Kerberos, NTLM, and Negotiate. When using the proxy authentication method:

    • Make sure to set the proxy at the operating system level in the Proxy settings.

    • For Basic and Digest authentication method, you must set credentials in Windows Credential Manager.

    • There's no change in installation. However, if you want to use proxy for the ScreenAgent without changing proxy at the operating system, you can use the direct proxy in the ScreenAgent installation.

    • Keep in mind, these authentication methods are only for screen recording and not for screen monitoring.

Install ScreenAgent

You can either install ScreenAgent using a deployment tool or manually on each agent's computer.

If you're using a deployment tool, configure the installation to either:

  • Run with user's rights (user mode/user context)—You don't have to restart the agent's computer.

  • Run with administrative rights—You must restart all agents' computers.

To update installation parameters or upgrade ScreenAgent to a newer version, reinstall the ScreenAgent client. Keep in mind, you should update when agents aren't being recorded. If an agent is on a call during the update, screen recording will stop for that call. After the update, calls will record according to the recording policies/Studio scripts.

To install ScreenAgent:

  1. Make sure all prerequisites are in place.

  2. Open the command prompt as Administrator. In the command line, navigate to where you downloaded the MSI and enter the installation command with the relevant parameters:

  3. Verify installation success from the log file. The install.log file is in the folder you installed the MSI from, this is typically the %UserProfile%\downloads folder.

    • Verify that the installer has admin privileges.

    • If the agent's computer doesn't have Microsoft .NET Framework 4.0 or higher, then install it.

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

  5. Record a call and check the ScreenAgent log file. The ScreenAgent.log file is located in the %appdata%\Roaming\ScreenAgent folder. If there were any errors, see Troubleshoot Recordings.

You can watch a video that gives an overview of how to improve agent interactions with real-time screen monitoring using ScreenAgent.