ScreenAgent for ChromeOS

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

You need to add and configure screen recording and real-time screen monitoring PWAs (progressive web applications) in your Google Admin Console. ScreenAgent then automatically records activity on your agents' Chromebox or Chromebook during an interaction according to the recording policies. Supervisors and evaluators can also monitor an agent’s activity during an interaction.

Prerequisites

Before setting up ScreenAgent:

1. Check the Connectivity Requirements. Keep in mind, ScreenAgent doesn't record if your firewall generates self-signed certificates or strips request headers from HTTPS packets.

2. Make sure the user setting up ScreenAgent for ChromeOS has Chrome Admin privileges for the Chrome Admin Console.

3. Make sure the user setting up ScreenAgent for ChromeOS (for example, the admin) has these CXone permissions:

   • Access Key: Create, this is to manage access keys for your organization.

4. In CXone, generate an access key for ScreenAgent.

   The access key receives all 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 Security > Roles 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, except Access Key and My Access Key.

      6. Click Save & Activate.

   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. Click Create. You can generate access keys only after you create the account.

   3. Open the ScreenAgent employee again and go to the Security tab. Click Add access key to 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.

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

5. In CXone, go to Admin > Employees and make sure that the following is defined for each agent in the General tab:

   • OS login for ChromeOS is defined from the agent's email. For example, the OS login for the email, john@company.com, should be entered as company.com\john.

     The OS Login value for each employee profile must be unique. The OS Login value cannot be used for multiple employee profiles, even if some of the duplicate employee profiles are inactive. If multiple employee profiles have the same OS Login value, ScreenAgent will not run for any agent using that OS Login value.

   • The agent has the attribute Can be Recorded (Screen). This attribute is necessary for enabling screen recording, screen monitoring, or both.

Set up ScreenAgent for ChromeOS

Before you begin to set up ScreenAgent for ChromeOS make sure all prerequisites are in place.

Set up ScreenAgent in the Chrome Admin Console in the order given.

Add the screen recording and screen monitoring PWAs:

1. In the Chrome Admin Console, go to Devices > Chrome.

2. Select Apps & extensions.

3. Select the Users & browsers tab.

4. To add the screen recording PWA, hover over the + icon and select Add by URL.

5. Set the following:

   • URL: <CXone host domain>/screen-agent-pwa-recording (The host domain is different for each region, for example: https://na1.nice-incontact.com/screen-agent-pwa-recording)

   • Choose Open as a Progressive Web App (PWA) only

   • PWA Manifest ID: Enter the app URL.

   View image

   

6. Click Save.

   The application name appears in the Users & browsers tab.

7. To add the monitoring PWA, hover over the + icon and select Add by URL.

8. Set the following:

   • URL: <CXone host domain>/screen-agent-pwa-rtm (The host domain is different for each region, for example https://na1.nice-incontact.com/screen-agent-pwa-rtm)

   • Choose Open as a Progressive Web App (PWA) only

   • PWA Manifest ID: Enter the app URL.

9. Click Save.

   The application name appears in the Users & browsers tab.

Configure the screen recording and screen monitoring PWAs:

1. In the Users & browsers tab, click the recording app name and configure the following:

   • Installation policy: Force install + pin to browser toolbar

   • Launch on login: Force launch and prevent closing

   • Managed configuration: Add CXone access keys in the following JSON format:

     {"accessKeyId": "ACCESS_KEY", "accessKeySecret": "SECRET_KEY"}

     Pay attention to spaces and so on. If the JSON format is incorrect, the access keys will not be saved.

     Use a JSON formatter to format the JSON object, then copy and paste it into Managed configuration.

2. Click Save.

3. Click the monitoring app name and configure the same settings as for the recording app.

4. Click Save.

The ScreenAgent screen recording and monitoring application windows open automatically when the user logs in.

Recording and monitoring close only when the user logs out.

Add and configure the Chrome ScreenAgent extension for the account:

This Chrome extension brings the user's OS login to their Chromebox or Chromebook.

1. In the Users & browsers tab, hover over the + icon and select Add from Chrome Web Store.

2. Search for NICE CXone ScreenAgent Extension and select it.

3. Click the extension name and set the following:

   Installation policy: Force install + pin to browser toolbar

4. Click Save.

Disable End Process in the Task Manager:

1. Go to Devices > Chrome.

2. Select Settings.

3. Select the User & browser settings tab.

4. Search for Task Manager.

5. In the list of results, click Task Manager settings and select Block users from ending processes with the Chrome task manager.

6. Click Save.

Enable screen recording and real-time screen monitoring for the account:

1. Open the request form at https://docs.google.com/forms/d/e/1FAIpQLSdbDEkCAr4kiWAFknnznOsk-1LQFDnUmIvFh7bVdI9A2LbVdw/viewform.

2. Fill in the form and click Submit.

Troubleshoot ScreenAgent for ChromeOS

To access the ScreenAgentlog file for troubleshooting:

1. On the ChromeOS desktop, click the CXone ScreenAgent icon .

   The ScreenAgent application window opens.

2. Press Ctrl-Shift-C.

   The DevTools window opens.

3. Select the Console tab. From the right mouse button menu, select Save As.

4. Save the log file and send to the NICE CXone support team, if required.

ScreenAgent for ChromeOS FAQs