While attempting to monitor agents within the Quality Management tool you receive an error message that reads, "You could be watching this agent`s screen."
- Speech Analytics and Quality Management application
- Live Monitoring tab
- Log in to your 8x8 Application Panel.
- Select Admin Console.
- Select Licenses.
- Check to see if the CC X Series Screen Recordings Hot Storage license appears there. If it does not, contact your sales rep to order them.
This issue occurs when you do not have the appropriate license.
For more information, see the Screen Recording Client Prerequisites.