Troubleshoot Recordings

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

Basic Checks

Pay special attention to the priority of your Recording Policies, filters, and recording percentages.

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

Do you have Studio scripts with LogRecordingPro or Do Not Record actions? See CXone Recording.

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 Customize Columns).

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

    • ScreenAgent error: There are multiple reasons, such as the agent doesn't have ScreenAgentClosed NICE ScreenAgent is a service that runs on agent desktops that require screen recording. installed, or there's an error with ScreenAgent. See Resolve ScreenAgent Issues .

    • No connection to media server: No recording. There was a problem with the media server. There can be multiple reasons. The error description for the recording alert provides more detailed information.

    • 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 NICE CXone support.

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

    • System error: Recording did not start or another general error. Contact NICE CXone support.

    • Call too short: Call is less than 4 seconds so cannot be recorded.

    • 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 ActionScreenshot 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.

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

    2. The Recording Policies are only set to record agents with ScreenAgent running on their computers.

    3. ScreenAgent V3.x.x is installed (in Windows, go to Programs and Features).

    4. The agent either uses CXone Agent, MAX softphone or has Salesforce Agent softphone running on the same computer as ScreenAgent.

    5. These processes are running in the Windows Task Manager:

      • ScreenAgent.exe (there are multiple instances)

      • ScreenAgentWatchDog.exe

      If they’re not running, then start the ScreenAgentWatchDog.exe:
      %ProgramFiles%\NICE-InContact\ScreenAgent\ScreenAgentWatchDog.exe.

    6. The ScreenAgentWatchDog file is located in: %ProgramFiles%\NICE-InContact\ScreenAgent\ScreenAgentWatchDog.exe. If not, then Install ScreenAgent for Windows.

    7. The access key and region are valid in the ScreenAgent log file. The log file is located at: %appdata%\ScreenAgent\logs\ScreenAgent.log. If they're not, then reinstall ScreenAgent according to the instructions in Install ScreenAgent for Windows.

    8. Port 31322 on the agent's computer is open and not in use by another application. This port is only used for internal communication between ScreenAgent and MAX/Salesforce Agent on the agent's computer.

    9. A hotspot connection from a mobile phone works. If it does work, then verify that your port, domain, and IP addresses are set up according to the Connectivity Requirements.

    10. You have a stable internet connection.

    11. Open the Windows Task Manager and end all the ScreenAgent.exe processes. The ScreenAgentWatchDog.exe process automatically restarts the ScreenAgent. Try recording again and see if the issues are resolved.

    12. Review the ScreenAgent log file for errors. Go to %appdata%\ScreenAgent\logs\ScreenAgent.log.

      If there are errors, contact NICE CXone support. Your ScreenAgent logs are automatically uploaded to the cloud where the NICE CXone support team can access them.

      If the ScreenAgent issue is affecting the uploading of the logs, send these files to NICE CXone support:

      • %appdata%\ScreenAgent\logs\ScreenAgent.log

      • %appdata%\ScreenAgent\logs\ScreenAgentWatchDog.log

      • %appdata%\ScreenAgent\config.json

FAQs for ScreenAgent

Open the configFile.ini file in the ScreenAgent install folder, typically under C:\Program Files\NICE-InContact\ScreenAgent. The keys are the values of the accessKeyId and accessKeySecret parameters.

If configFile.ini is hidden, enable Hidden items in the Windows File Explorer.

Do not make any change to the access key or secret key values otherwise ScreenAgent will not work.

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

  1. Click the Windows button and type Programs and features.

  2. In the Programs and Features (or Apps & features) window, filter on ScreenAgent.

    The version is listed on the ScreenAgent tile under NICE-inContact (for example: 2.1.4).

ScreenAgent can record a single call for up to three hours. If the recording policy includes ACWClosed State that allows an agent to complete work requirements after finishing an interaction (after call work), the screen is recorded for up to 3 hours and 45 minutes.

If the voice call lasts more than three hours, the ACW will be recorded after three hours while the voice call is still continuing and not after it ends. The audio recording can continue for up to 5 hours.

CXone does not start a new screen recording until a new interaction starts.

ScreenAgent automatically records the agent's screen using the actual screen resolution. You can change the resolution of the screen recording (lower or higher) during or after installation. For more information, see ScreenAgent for Windows.

ScreenAgent records using H.264 encoding.

After an agent is logged on a MAX/CXone Agent/Salesforce Agent softphone for 15 hours, the agent needs to log off the MAX/CXone Agent/Salesforce Agent softphone and log on again for screen recording to work.

Officially, CXone will record up to 3 monitors. Some customers have reported successfully recording up to 6 monitors.

The system is programmed to give a randomized sample. In most scenarios, a simple calculation will not be good enough as there will be multiple calls coming through at the same time. The system randomly picks a number between 1 and 100. If the random number that is picked is 10 or smaller then the recording would be recorded. If it is larger than 10 (10%), then the call would not be recorded. In this way, the application gets an actual randomized, statistically valid method of gathering the 10%.

Yes. You can change the resolution of the screen recording (lower or higher) and set the number of frames that will be recorded per second. You can configure these settings during or after installation. For more information, see ScreenAgent for Windows.

It is recommended to configure the installation to Run with administrative rights. Make sure you restart all agents' computers after installation.

No. It is not necessary to reinstall ScreenAgent after you convert from MAX to CXone Agent.

Use the Billing report available in Prebuilt reports to access these details.

The recording is kept for the retention period defined in the Life Cycle Management (LCM). The archiving process is as follows:

  1. The call is recorded using the CXone Recording application.

  2. The call is pre-processed for archiving and placed on a temporary S3 bucket. It is then sent for archiving to active storage (short/hot S3 bucket) for the defined time in the LCM.

  3. The next step is defined in the LCM rule where it is moved to long term (cold/glacier) storage or deleted. If the call is moved to long-term Storage, it can be retrieved using the retrieval process.

    It can take up to 5 hours to move interactions from long-term storage to active storage.

No, the archiving is done by AWS Lambda which is triggered for each call individually once the call ends.

ScreenAgent supports self-signed certificates from ScreenAgent Windows version 2.1.98 and ScreenAgent Mac version 2.1.88. Earlier versions may result in configuration issues when installing these certificates such as many FFmpeg processes running in parallel causing high CPU.

  • There was a screen recording delay (milliseconds) due to latency. In this case, a black screen may appear at the beginning of the call to synchronize playback of the screen and voice recordings.

  • The agent ran an app with admin permissions during the call recording. In this case, screen recording stops when the UAC message appears.

    Screen recording restarts when the pop-up is closed. During playback, a black screen appears while screen recording was stopped.

When you adjust your screen setup (like closing your laptop lid) during an active screen recording, the recorded screens may not appear correctly during playback. This issue is automatically resolved in the next recorded call. To avoid this, it’s recommended not to make screen adjustments during recording.