Troubleshooting Recordings and FAQs

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 Mpower, 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 Mpower 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 View Search Results).

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

    • ScreenAgent error:

      • ScreenAgent is unreachable: The ScreenAgent couldn't be reached because it is either down or not installed.

      See Resolve ScreenAgent Issues .

    • Screen recording error:

      • N/A: The ScreenAgent client or FFMPEG crashed for an unknown reason, so the call is marked as an error.

      • Partial success on uploading files: Not all recorded files reached the cloud due to a network issue or ScreenAgent going down. Therefore, only part of the screen recording is available.

      • Last update from agent was too long ago: There was a communication disconnection with the ScreenAgent client during the screen recording, causing it to stop reporting the recording status. As a result, this call is marked as partial.

      • Recording is too short: Screen recording is less than 4 seconds.

      • Recording did not start: FFmpeg is unable to start screen recording or started in delay.

      • Screen recording error: Internal server error

    • 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.

    • 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 Mpower, 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 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 CXone Mpower Support. Your ScreenAgent logs are automatically uploaded to the cloud where the CXone Mpower Support team can access them.

      If the ScreenAgent issue is affecting the uploading of the logs, send these files to CXone Mpower 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 Mpower, 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 enter Installed apps.

  2. In the Installed apps, scroll through the list or use the search box to find ScreenAgent.

    The version is listed on the ScreenAgent tile under NICE-inContact (for example: 3.1.27).

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 Mpower 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/Agent/Salesforce Agent softphone for 15 hours, the agent needs to log off the MAX/Agent/Salesforce Agent softphone and log on again for screen recording to work.

Officially, CXone Mpower 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 Agent.

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 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 3.0.0 and ScreenAgent Mac version 3.0.0. 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.

MP4 format. This cannot be customized.

Yes, the admin user that owns the installation key must remain active. If deactivated, screen recording will stop working.

Yes, they are temporarily stored in the Appdata folder and uploaded to the cloud in 1-minute increments.

Version numbers should be read as whole numbers. For example, 3.1.2 is earlier than 3.1.20.

Navigate to your profile icon in User Hub, select Support & Downloads, and scroll to the Screen Agent section.

No, the new version will install over the old one.

Yes, it is recommended to uninstall other screen recording software before installing CXone Mpower ScreenAgent.

No, masking pauses recording of the entire screen.  

No, screen recording captures all monitors used by the agent.

A new interaction is started for each digital interaction, and the screens are recorded for the entire duration of each digital interaction (which may result in interactions overlapping). The player indicates when the relevant interaction is in focus.

No, as long as the agent logs out of MAX or SFDC agent, a reboot is not necessary.

ScreenAgent.exe, FFMPEG, and ScreenAgentWatchDog.exe.

No, it does not support INSTALL_PATH.

See Network Requirements.

For detailed release information see Cumulative Release Notes.

Yes, it is supported.

No, a reinstall is not necessary.

Yes, via the CXone Mpower Supervisor application with the correct permissions and licenses.

No, LOGRECORDINGPRO action controls voice only.

Requirements include CXone Mpower Recording Advanced and Screen Recording licenses, and the agent must have the Can be recorded (screen) attribute enabled.

Yes, screens are recorded for all agents. However, due to a current limitation, only the first agent’s screen recording can be played back.

See the ScreenAgent: Cumulative Release Notes.

In idle mode, there should be one process for ScreenAgentWatchDog.exe and three processes for ScreenAgent.exe. When the WebApp is loaded, six ScreenAgent.exe processes will run. When recording is active, one ffmpeg.exe process will also run.

Windows performs a certificate revocation check once a week. In the ScreenAgent Properties window, go to Digital Signatures > Details > View Certificate.

You can view the revocation status in the certificate details under the Extended Error Information field.

The recommendation is to use the OSLogin configuration for multiple agents on the same machine. If that’s not possible, ensure each agent logs out from Windows at the end of their shift to ensure ScreenAgent functions correctly for the next user.