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8x8 Support

Live Monitoring You Could Be Watching This Agent's Screen

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Symptom

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."

You Could be watching this agents screen cropped.png

Applies To

  • Speech Analytics and Quality Management application
  • Live Monitoring tab

Resolution

  1. Log in to your 8x8 Application Panel.
  2. Select Admin Console.
  3. Select Licenses.
  4. 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.
    screen rec storage.png

Cause

This issue occurs when you do not have the appropriate license.

Additional Information

For more information, see the Screen Recording Client Prerequisites.