ScreenAgent for Mac

ScreenAgentClosed NiCE ScreenAgent is a service that runs on agent desktops that require screen recording. is available if you have these licenses:

  • CXone ACD (voice) or Third Party Telephony Providers

  • Screen Recording Basic or Advanced

Install ScreenAgentClosed NiCE ScreenAgent is a service that runs on agent desktops that require screen recording. 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. Supervisors and evaluators can also monitor an agent’s activity during an interaction.

You can install ScreenAgent on agents' computers with Mac operating system. If you are using basic ScreenAgent for Mac, use version 3.0.1 and later. The supported Mac OS versions are 10.15 macOS Catalina, 11 macOS Big Sur, and later.

For Advanced ScreenAgent for Mac use version 5.0.39 and above.

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

Keep in mind:

  • ScreenAgent on Mac OS (basic and advanced) supports up to three screens recordings.

  • ScreenAgent on Mac OS (basic and advanced) supports screen monitoring differently for desktops and laptops.

    • Mac desktops—Supports up to three screens.

    • Mac laptops—Supports up to three screens if the laptop screen is closed. When the laptop screen is open and it's not the main screen, the ScreenAgent captures all the external screens (up to three). The laptop screen will not be captured.

  • After successful installation, you need to manually grant permission to record screen.

For tenants configured with 100% screen recording, the screen recording starts up to 25 seconds after the agent logs in. Screen recording does not work properly during these 25 seconds.

For a list of features added to previous ScreenAgent releases, see ScreenAgent: Cumulative Release Notes.

Prerequisites

Before starting installing Advanced ScreenAgent, make sure to:

  1. Check the connectivity requirements for your region with the Connectivity Requirements Wizard.

  2. Check the agent's computer configuration.

    • One of the softphone solutions for agents:

      • Agent Workspace (Agent).

      • Salesforce Agent softphone installed on the same computer as Advanced ScreenAgent.

      • MAX softphone.

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

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

    • Can access support downloads: On—This allows you to access the Supports & Downloads page.

    • Access Key: Create—This is to manage access keys for your organization.

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

    The access key receives all of the permissions of the NiCE 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 NiCE CXone user and role for Advanced ScreenAgent, and then generate the key with the ScreenAgent user.

    1. Create a role for the Advanced ScreenAgent service:

      1. Click the app selector icon of 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. Save & Activate the profile.

    2. Create an employee for the ScreenAgent service:

      1. Click the app selector icon of 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. 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 on all agents' computers.

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

  6. Download the ScreenAgent:

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

    2. Click your Username and select Support & Downloads.

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

Install Advanced ScreenAgent for Mac

Advanced ScreenAgent for Mac can be used with Screen Recording Basic license or Screen Recording Advanced license. However, certain functionalities are only supported for customers with a Screen Recording Advanced license. See Cumulative Updates for ScreenAgent for more details.

When you install the Advanced ScreenAgent for Mac:

  • You get automatic upgrades and updates to all Advanced ScreenAgent instances.

  • There is no need to use third-party infrastructure (FFmpeg) to shorten issue resolution time.

  • Fewer resources (CPU, RAM) are required to maximize VDI and physical desktop resources.

  • If you use Advanced ScreenAgent with a Screen Recording Advanced license and real‑time screen monitoring, you can enable Screen Assist so supervisors can place contextual notes on agents’ screens during a monitoring session.

To install Advanced ScreenAgent:

If you already have ScreenAgent, you can install Advanced ScreenAgent over the basic version without uninstalling the basic version first. However, configuration is not carried over from the basic ScreenAgent, so you must re-enter the required settings during the Advanced ScreenAgent installation.

  1. Make sure all Prerequisites are in place.

  2. Extract the AdvancedScreenAgent-darwin-x64-x.x.x.dmg either via terminal or manually:

    To extract the file via terminal:

    1. In the Terminal app on your Mac, enter the complete path name where you downloaded the DMG file.

    2. To extract the file, type sudo hdiutil attach AdvancedScreenAgent-darwin-universal-<enter DMG version, such as 5.0.39>.dmg and press Enter.

    3. To move the file to the Applications folder, type sudo cp -R /Volumes/AdvancedScreenAgent/AdvancedScreenAgent.app /Applications and press Enter.

    4. Type sudo hdiutil unmount /Volumes/AdvancedScreenAgent/ and press Enter.

    To extract the DMG file manually:

    1. Go to the location where you downloaded the DMG file, and double-click the AdvancedScreenAgent-darwin-x64-x.x.x.dmg file.

    2. Copy the Advanced ScreenAgent folder and paste it in the Applications directory.

  3. Step-by-step instructions to install:

    1. Go the Terminal app on your Mac.

    2. Copy and paste the command into the terminal, and edit the parameters listed in the table.

      • sh /Applications/AdvancedScreenAgent.app/Contents/Resources/install-advanced-screen-agent.sh 'INSTALL_PARAMS= [ACCESS_KEY_ID=<paste the access key ID>,ACCESS_KEY_SECRET=<paste the secret access key>,BASE_URL=https://na1.nice-incontact.com <na1 is the region in this example. Replace with your region. This is the subdomain (first 3 characters) of the NiCE CXone URL (for example: na1, na2, au1, eu1)]'

        Make sure you have the Admin sudo password. This command may prompt you to enter the password.

      Note: The LOAD_CERTIFICATES and WEB_PROXY configurations are not required for the Advanced ScreenAgent. This is because Advanced ScreenAgent does not make direct outbound calls and all communication is handled by the web applications which do not require this configuration.

      Parameter

      Description

      Example

      ACCESS_KEY_ID

      The access key ID created in the Employee account.

      ACCESS_KEY_ID=ABCDEF12345====

      ACCESS_KEY_SECRET

      The secret access key created in the Employee account.

      ACCESS_KEY_SECRET=12345ABCDEF
      BASE_URL The URL of your NICE CXone region, using the region-specific subdomain from your CXone URL (for example, na1, na2, au1, or eu1). BASE_URL=https://na1.nice-incontact.com

  4. The log of the installation progress is displayed in the terminal and saved to the installation log file, InstallationLog.txt. The full path is /Applications/AdvancedScreenAgent.app/Contents/Resources/InstallationLog.txt.

  5. When the installation completes and you're prompted to open Advanced ScreenAgent, click Open.

  6. When you're prompted to grant screen recording permission in the Advanced ScreenAgent application, click Open System Preference.

  7. On the System Preferences page, select the Advanced ScreenAgent checkbox. A prompt is displayed stating to quit the Advanced ScreenAgent to allow it to record the screen. Click Quit Now.

  8. Restart the computer or go the Terminal app on your Mac and run the command:

    open /Applications/AdvancedScreenAgent.app

  9. Make sure the agent has the Can be Recorded (Screen) attribute (in NiCE CXone, go to Admin > Employees, and then click on the agent). This attribute is necessary for enabling screen recording, screen monitoring, or both.

  10. Record a call and check the Advanced ScreenAgent log file. The full path to the AdvancedScreenAgent.log file is ~/Library/Application Support/AdvancedScreenAgent/logs/AdvancedScreenAgent.log. If there are any errors, see Troubleshooting Recordings and FAQs.

Change Advanced ScreenAgent Configuration

After installation, you can change some Advanced ScreenAgent configurations.

If you are using Advanced ScreenAgent with a Screen Recording Advanced license, it is recommended to update your configuration using the ScreenAgent Manager.

  1. Open the config.json file in the Advanced ScreenAgent install folder, typically under ~/Library/Application Support/AdvancedScreenAgent.

  2. Edit parameter values:

    • Change the FRAME_PER_SECOND property value. By default, this value is 5.

      Allowed values are 1, 2, 3, 4, or 5.

      Lowering the number of frames per second reduces the file size, CPU, and RAM.

      Frames Per Second Reduction in Frames Impact on File Size/Bandwidth, CPU, & RAM (Estimated)

      5

      Default (maximum)

      None

      4

      20% less

      ~15% reduction

      3

      40% less

      ~30% reduction

      2

      60% less

      ~45% reduction

      1

      80% less

      ~60% reduction

    • Change or add the RESOLUTION_LEVEL property value. By default this value is null, the current screen resolution.

      Allowed values are null, low, medium, or high (case insensitive).

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

      Resolution Level Reduction in RESOLUTION Impact on File Size/Bandwidth, CPU & RAM (Estimated)

      Null

      Default (current screen resolution)

      None

      High

      Screen resolution / 1.5

      ~20% reduction

      Medium

      Screen resolution / 2

      ~40% reduction

      Low

      Screen resolution / 4

      ~60% reduction (recommended only for 4K and 5K screens)

      To reset to the screen's resolution, change the RESOLUTION_LEVEL value to null.

  3. Save the config.json file.

  4. To apply changes, restart the Advanced ScreenAgent application.

Using a Deny List with Advanced ScreenAgent for Mac

In order to use the deny list with Advanced ScreenAgent, you must enable the following permissions:

Settings>Privacy & Security>Accessibility> Advanced ScreenAgent

Settings>Privacy & Security>Screen & System Audio Recording> Advanced ScreenAgent

In both cases, toggle Advanced ScreenAgent ON to enable these permissions.

For more information about using a deny list, see Manage a Screen Recording Deny List.