NICE Uptivity Screen Recording Overview

Task Details Screen Details

NICE Uptivity Screen Recording gives you the ability to record agent workstation activity and to view agent desktops in near-real time. It is part of the base Uptivity installation, but is enabled only if your organization has purchased the NICE Uptivity Screen Recording feature.

Design Considerations

During the sales process, an Uptivity sales engineer works with your organization to determine the best way to implement NICE Uptivity Screen Recording. The number of users or agents is a key issue. Growth in the number of agents affects performance and may necessitate changes to the implementation design.

Interactions between Uptivity components (for example, servers, web portals, and so forth), file servers, and archive devices can use SSL and TLS for data in transit, and the data can be encrypted to disk when written. For more information, see Uptivity Security Overview.

Schedule Considerations

When you configure schedules for screen recording, they must include the following settings:

Desktop Recording — Set to Yes
Screen Capture Wrap Length — Configure to business requirements
Stop screen capture wrap on call start — Configure to business requirements

To fully support screen recording, you may need two schedules: one for audio recording only, and one for both audio and screen recording. For example, an organization wants to record 50 percent of all calls and ten percent of all calls must have both audio and screen. In this scenario, the organization needs an audio-only schedule to capture 40 percent of the calls and another schedule to capture audio and screen for 10 percent of calls.

You must create a timed schedule if desktops are recorded without any audio. See Recording Schedules Overview for information on creating schedules.

Workstation Considerations

NICE Uptivity Screen Recording uses client/server architecture, and the NICE Uptivity Screen Recording client application must be installed and configured on every workstation to be recorded.

The client can be installed manually or silently, with no user intervention required. See Install the NICE Uptivity Screen Recording Client for more information.

In most cases, you do not need to take special steps to ensure Uptivity records the correct workstation for each user. By default, Uptivity looks at the System Username (in other words, the Windows login) in a user's profile, compares it to logged-in usernames reported by NICE Uptivity Screen Recording clients, and matches the workstation to the user accordingly.

In situations where this look-up fails (for example, if Windows usernames are not unique for each agent or the software fails to report the correct username), you can use an alternate method of statically mapping a phone extension (Device ID) to a Windows workstation name. However, if usernames are not unique, the following features will not work correctly:

Live Monitoring
Screen Recording Reporting
Timed Schedules
Screen Recording Desktop Analytics (for example, screen blackouts of sensitive information)
System Status – Desktop Recording Agent Report

Upgrade Considerations

If you are upgrading from a previous version of Uptivity, screen recording will not be backward-compatible with installed screen recording clients older than v5.4. In addition, screen recording clients v5.4.x.1339 or higher are labeled "Uptivity Screen Capture" in Programs & Features, and are installed to Uptivity instead of CallCopy directories.

For these reasons, uninstall any earlier version of the NICE Uptivity Screen Recording client before installing a new version. You can do this using Windows Programs & Features functionality in the Control Panel. The software will be labeled "CallCopy ScreenCapture Client Software".

Related Tasks