Troubleshooting Recordings and FAQs

Are your interactions recording as you anticipated? If not, troubleshoot as described.

Basic Checks

Identify Recording Errors

  1. In the Interactions application, use the date picker and free text to find segments.

  2. To show the recording alert column, click Columns... and select the Recording Alerts column (see View Search Results).

  3. Filter the search results using the Recording Alert filter, or sort the search results by the Recording Alerts column.

    • ScreenAgent is unreachable: ScreenAgent is not configured correctly or not running.

    • Screen recording error:

      • Call may not be fully recorded

      • Screen recording error

      • ScreenAgent machine configuration error

      • No connection between ScreenAgent and agent’s screens

      • ScreenAgent machine network configuration error

      • ScreenAgent did not start recording due to machine configuration

      • ScreenAgent failed to upload recording due to self-signed certificate configuration

      • ScreenAgent machine hard drive configuration error

      • ScreenAgent reached the maximum number of parallel calls

      • Screen recording reached the maximum call duration

        See Resolve ScreenAgent Issues .

    • Recording too short:

      • Screen recording is too short.

      • Audio is less than 4 seconds and may not be recorded.

    • No connection to media server: There was a problem with the media server, resulting in no recording being available. This error can occur for various reasons, and the error description for the recording alert provides more detailed information. For the Multi-ACD (Open) solution, this error indicates missing SIP events from the customer. This could mean that either the entire Invite is missing or only one side (Nearend or Farend) is being received.

    • Voice recorder could not record call: No recording. There was a problem with the voice recorder. There can be multiple reasons. The error description for the recording alert provides more detailed information.

    • Audio not available: incomplete audio data: Audio isn't available for this interaction (incomplete audio data). Contact CXone Mpower Support.

    • Audio not available: missing audio packets: Audio isn't available for this interaction (missing audio packets). Contact CXone Mpower Support.

    • Audio not available: missing audio packets from external source: (CR feature) Audio isn't available for this interaction (missing audio packets in the media stream). Contact CXone Mpower Support.

    • System error: Recording did not start or another general error. Contact CXone Mpower Support.

    • Masking failed: Failed to mask recording. You can play back the recording to check if there is any sensitive data. To delete the recording, click Action Screenshot of the actions button and select Delete Recordings.

    • Recording stopped on demand: Recording stopped by the user.

    • Pending deletion: A request was submitted to delete the voice and screen recordings for this segment. Check the Activity Audit Report for more information. Once the recordings are deleted, only metadata and any transcripts will be available for this segment.

    • Recordings deleted: Voice and screen recordings were deleted by a user. Check the Activity Audit Report for more information. Only metadata and any transcripts are available for this segment.

Resolve ScreenAgent Issues

  • For agents who have Windows 10 and only 1 of their screens is recorded, or the screen is black, blurry, or cut off during playback, then download the newest version of ScreenAgent.

  • When monitoring an agent in Supervisor, the agent's screen may show as black or cut off. This can happen when ScreenAgent is running and the agent connects an additional computer screen. On the agent's computer, go to Windows Task Manager and end all ScreenAgent.exe tasks. The ScreenAgentWatchDog.exe will automatically restart ScreenAgent.

FAQs for ScreenAgent