Screen Interaction Recording APIs

An API can be used to initiate screen recording of desktop activity. This enables recording agents' screens when no contact is in progress and the recording of back-office screens.

This API is available for Multi-ACD (Open) and CXone MpowerACD users.

Before You Start

Before you can start using these APIs, set up a user permission, generate an access key, and follow the registration and authentication process explained on the developer portal.

These APIs require the Interactions Hub Record screen interaction permission.

POST Start screen interaction recording

The API enables the initiation of screen recording for a specific user who is not on an active call. You must specify the recording duration by providing it as a parameter in the start command. The duration should be between 5 seconds to 3:30 hours, the maximum allowed time. Recording will automatically stop when the duration is reached. Additionally, you can stop the screen recording by invoking the stop-screen-interaction-recording command.

  • When the recording is initiated (indicated by a response code of 202) or successful (indicated by a response code of 200), the Contact ID associated with the recorded screen will be provided. This Contact ID should be used when issuing the Stop command.

  • The API can be utilized during a live call between an agent and a customer, which may be recorded. In such cases, there will be two distinct recordings - one capturing the voice conversation and the other based on API interactions - each associated with different contact IDs.

  • If masking is applied to a live call, it will also affect an API screen recording interaction that might be recorded in parallel.

  • When using the API, there can be a single instance of screen recording. If an agent’s screen is already being recorded via the API, any subsequent API calls for that same agent will not generate a new screen recording, or update the recording duration.

userId*:

string

ID of the user to be recorded.
recordingDuration*:

number

Specifies the required recording duration within the range of 5-13200 seconds

Example POST /interaction-recording-management-service/interactions/start-screen-interaction-recording?user-id=1234567&recordingDuration=3000

Responses

  • Status 200—Successful operation.

    contactId (number): The ACD contact id

    interactionId (string): The global interaction ID

  • Status 202—Operation is in process.

    contactId (number): The ACD contact id

    interactionId (string): The global interaction ID

  • Status 400—Bad request.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 425—The interaction is locked while processing a previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.

POST Stop screen interaction recording

The API enables to stop the screen recording for the contact ID of a specific user that was started using start-screen-interaction-recording command. You should use the contact ID provided in the response of the start-screen-interaction-recording command. If this method is not called, the screen recording is stopped automatically after the duration provided in the start-screen-interaction-recording command.

userId*:

string

The ID of the recorded user to be stopped.
contactId*:

number

The contact ID returned in the Start Screen recording command.

Example POST /interaction-recording-management-service/interactions/stop-screen-interaction-recording?user-id=1234567&contactId=1122334455

Responses

  • Status 200—Successful operation.

  • Status 202—Operation is in process.

  • Status 400—Bad request.

  • Status 401—The requesting user failed to authenticate.

  • Status 403—The requesting user is not authorized to perform the operation.

  • Status 404—Not found. No active interactions were found.

  • Status 425—The interaction is locked while processing a previous request.

  • Status 500—Internal server error.

  • Status 504—The request timed out.