Engage QM Integrated Implementation Process

Engage QM Integrated provides omnichannel interaction recording. The implementation process involves multiple steps. You must prepare your network, then test the implementation. After a successful screen recording test, you can deploy to agent workstations.

Engage QM Integrated Communication Flow

This diagram illustrates the flow of communication between agent workstations, Engage QM Integrated, and CXone in the cloud for recording screen activity and interaction audio.

1. Agents log into their workstations, where NICE ScreenAgent NICE ScreenAgent is a service that runs on agent desktops that require screen recording. is installed.
2. ScreenAgent identifies the Windows login of each agent. It initializes communication with the SBC servers and then with the NICE CXone screen servers. The screen servers send an initial configuration file to the agent's workstation. ScreenAgent logs the connection and waits for CTI An acronym for Computer Telephony Integration - any technology that allows interactions on both computer(s) and phone(s) to be integrated. (call) events.
3. The agent logs in to CXone. When an incoming or outgoing call event occurs, CXone sends a start recording command to the agent workstation.  ScreenAgent acknowledges the start recording command and begins recording. It streams the screen capture file through SBC to the NICE CXone screen servers.
4. When the interaction ends, a CTI event triggers CXone to send a stop recording command to the agent workstation. ScreenAgent acknowledges the stop recording command. It either ends the recording or continues recording for the specified After Call Work duration.
5. The communication is complete. Engage QM Integrated combines the audio and screen files so they are available for playback.

Engage QM Integrated Implementation Process

The customer completes all steps in the implementation process unless otherwise noted.

1. The IT team downloads all required software and resources from the NICE CXone SFTP site.
2. The IT/Network team prepares the network and test agent workstations, including opening all required ports and IP addresses.
3. The IT team installs the NICE ScreenAgent software on 1 or 2 agent (or test) workstations to use during testing.
4. The connectivity testing call takes place. This call typically lasts between 1 and 2 hours and must be attended by: 
• A Network team representative - call will be rescheduled if this representative is not present.
• NICE CX Network team representative.
• Project lead and Implementation managers.
• One or more test agents who can share their screens over a Microsoft Teams call. 
5. After successfully recording the screens of the test agent workstations, the IT/Network team deploys Engage QM Integrated to all agent workstations.  This step can be automated.