NiCE CXone Screen Agent Capture Privacy Notice

Last Updated: October 12, 2026

1. Purpose and Scope

NiCE is committed to protecting the privacy and security of the personal data processed through the Capture System.

This Notice is designed to address applicable data protection laws, which may include the EU General Data Protection Regulation (EU GDPR) and comprehensive privacy laws in effect in certain US states, such as the California Privacy Rights Act (CPRA), depending on where you are located, where your work activities are based, and the jurisdictions in which NiCE processes your personal data on Customer’s behalf. Because the Agent using the Extension is Customer’s employee, not NiCE’s, this depends on your own location and NiCE’s processing activities — not on any NiCE entity.

This Notice describes what the NiCE CXone Screen Agent Capture browser extension (the “Extension”) collects and where that data goes. It is deliberately scoped to the Extension alone, to match what the Extension’s own browser permissions and the Chrome Web Store / Edge Add-ons Data Usage disclosures cover — this is the document referenced by the store listing.

The Extension is one component of a larger system: it relies on a companion desktop application (the “Desktop Application”) and NiCE-controlled backend storage. In this Notice, the Extension, the Desktop Application, and that backend storage are together the “Capture System.” For what happens to this data after the Extension hands it off — further redaction, transmission, storage, retention, security, and use — see the companion NiCE CXone Screen Agent Capture System Privacy Notice at https://www.nice.com/company/legal/nice-cxone-screen-agent-capture-system-privacy-notice, which this Notice incorporates by reference.

This Notice supplements, and does not replace, the data processing terms in the agreement between NiCE and the customer that has deployed the Extension (“Customer”) and any data processing addendum executed under it (the “DPA”). If this Notice conflicts with the DPA, the DPA controls as between NiCE and Customer.

This Notice does not apply to nice.com, NiCE’s corporate websites, or any other NiCE product. The general NiCE Privacy Notice at nice.com/company/legal/privacy-policy expressly excludes information NiCE processes as a processor or service provider to its customers — the capacity in which NiCE operates the Extension.

2. Who Controls This Data

Customer is the controller (or “business,” under applicable US state law) of the personal data the Extension processes. Customer decides whether to deploy the Extension and whether to enable the browser-capture feature described below. NiCE processes this data solely as a processor / service provider, on Customer’s documented instructions.

Agents’ rights requests should be directed to Customer, as employer and controller; NiCE will assist Customer under the DPA. References in this Notice to “you” mean the Agent whose workstation runs the Extension.

3. When the Extension Collects Data

The Extension is installed by Customer’s IT department on managed Agent workstations. It is not discoverable through store search; it is installable only by direct link (an unlisted listing).

The Extension has no independent function. It relies on the Desktop Application installed separately on the same workstation. If the Desktop Application is absent, the Extension installs but cannot reach it, and collects nothing.

Even with the Desktop Application present, the Extension collects data only while all three of the following are true:

  • Customer has enabled browser activity capture for the Agent’s account. This setting is off by default and must be affirmatively turned on by Customer.
  • A Desktop Application screen-recording session is actively in progress.
  • The Agent’s screen is not masked under the Desktop Application’s privacy-masking feature.

If any one condition is not met, the Extension collects nothing. NiCE is evaluating a future mode that would allow capture outside an active recording session, which would change the second condition above. This Notice describes current behavior only; it will be revised and republished before any such change ships.

4. What the Extension Collects

While the conditions in Section 3 are all met, the Extension collects the following about the Agent’s own activity in the browser.

4.1 API call metadata

The URL, HTTP method, response status code, timing, and request headers of HTTP calls made by the Agent’s browser, together with the content of the request body, the IP address the browser connected to, and low-level protocol metadata (the request initiator’s origin, the response status line, and any browser-reported error). A request body is captured inline up to 32 KB; above that size, only its length is recorded.

4.2 In-page action metadata

Clicks, form field commits, Enter/Tab key presses, a defined allowlist of nine recognized keyboard commands (reported by name only, never as the characters pressed), copy/cut/paste gestures, and page navigations. Each recorded action includes:

  • a description of the on-page element involved (its visible label, role, position, and structural path — element identifiers and CSS class names);
  • visible text on the page near the action, up to 256 characters per element; and
  • a summary of what visibly changed on the page afterward.

4.3 Clipboard text

The text content of what the Agent copies, cuts, or pastes on the page, up to 1024 characters. The contents of a copied file or image are never captured — a file or image paste records only that a paste occurred. A rich-text copy or paste is captured only as its plain-text equivalent.

4.4 Personal data that may appear within the above

Because Agents work inside Customer’s own customer-facing applications, the data above can include personal data about the individuals the Agent is assisting, and about the Agent, including:

  • names, email addresses, phone numbers, and case or account reference numbers, wherever they appear in a URL, a request body, a completed field, visible page text, or an on-screen label;
  • the text an Agent writes into a field, or copies or pastes, during the session (for example, a ticket reply or chat message);
  • content on payment-related screens. Payment card numbers, and cardholder data in fields the redaction rules recognize (a card number, a cardholder name, a security code, and an expiry field whose name identifies it as card data), are removed — some inside the Extension before the record leaves the browser, the remainder by the Desktop Application on receipt (Section 5). Detection works from field names, from the payment provider’s own frame, and from the shape of the value, so it is a best-effort control rather than a guarantee. Two cases are not removed: an expiry month or year in a field whose name carries no card qualifier (those names are equally common on non-payment forms, such as a passport or subscription-renewal form), and cardholder data that appears only as visible text on the page rather than in a field;
  • the URLs and page titles of pages the Agent visits during the recording.

5. What Is Removed Before Data Leaves the Extension

Before any record leaves the Extension:

  • Cookie, Authorization, Proxy-Authorization, and Set-Cookie request headers are removed entirely.
  • A field’s value is replaced with an empty value when any of the following holds: the field is a password-type input; the frame it sits in belongs to a payment provider (the hosted card-field case used by providers such as Stripe, Adyen, and Braintree); its autocomplete attribute marks it as cardholder data; or its name or id matches the Extension’s list of twelve credential names (password, token, secret, apiKey, x-api-key, and similar) or one of thirteen cardholder-data phrases (card number, CVV, CVC, security code, name on card, card expiry, and similar). Name matching is token-aware rather than substring-based, so cardNumber and card_number are matched while discardNumber and contractExpiration are not. The field’s name is retained so its existence remains auditable; its content does not leave the browser.
  • Clipboard text is emptied under the same rule when it was copied from, or pasted into, one of those password-type, credential-named, or cardholder-data fields.

Additional pattern-based and name-based scrubbing — covering tokens, OAuth/Basic credentials, card-number-shaped values, and a wider set of cardholder-data field names — happens downstream, inside the Desktop Application, before storage; see the companion Capture System Privacy Notice for that layer. The rules above apply to form-encoded request bodies and to values the Agent commits in a field. A request body in another format, such as JSON, is not inspected by name inside the Extension, which does not parse structured bodies; such bodies are scrubbed by the Desktop Application on receipt, before storage. HTTP response bodies, response headers, and page assets (images, scripts, stylesheets) are never captured by the Extension.

6. Where the Extension Sends Data

The Extension does not send data directly to the internet or to any remote server. Its only network destination, at the code level, is 127.0.0.1 (localhost) — the Desktop Application running on the same physical workstation. This is enforced by the Extension’s code, not by configuration.

What happens to the data after the Desktop Application receives it — further redaction, transmission to cloud storage, retention, security measures, and use — is described in the companion NiCE CXone Screen Agent Capture System Privacy Notice at https://www.nice.com/company/legal/nice-cxone-screen-agent-capture-system-privacy-notice.

7. Chrome Web Store / Edge Add-ons Disclosures

Single purpose: the Extension’s single purpose is to capture the browser-side data described in Section 4, for transmission solely to the Desktop Application on the same device, in support of the screen-recording and monitoring service Customer has licensed.

Permissions requested (Manifest V3): webRequest, webNavigation, storage, alarms; host permission <all_urls>; content scripts injected at document start, matching <all_urls>, in all frames. The Extension does not request tabs, clipboardRead, clipboardWrite, scripting, cookies, downloads, nativeMessaging, declarativeNetRequest, webRequestBlocking, or debugger permissions. The webRequest permission is used observationally only — the Extension never blocks, redirects, or modifies a request. The storage permission is used only for a diagnostic verbosity setting and a timestamp used to detect when the Desktop Application becomes unreachable; no captured record is ever written to browser storage.

Data Usage disclosures: personally identifiable information (yes); health information (no); financial and payment information (yes); authentication information (yes); personal communications (yes); location (no); web history (yes); user activity (yes); website content (yes). Authentication information is declared “yes” because a credential typed into a field without a recognizable name or input type — for example, a password typed into a free-text chat field — is not caught by the Extension-level redaction in Section 5.

This data is not sold. It is not used for purposes unrelated to providing the Capture System. It is not used to determine creditworthiness or for lending purposes.

8. Your Rights and Workplace Monitoring

If you are located in the European Economic Area, the United Kingdom, or Switzerland, or in a US state with a comprehensive privacy law, you may have rights to access, correct, delete, or restrict the use of your personal data, or to object to its processing. Because Customer is the controller, direct any such request to Customer, your employer. NiCE will assist Customer under the DPA.

Some jurisdictions impose independent notice obligations on an employer that electronically monitors employee computer activity — for example, Connecticut, Delaware, and New York among US states, and works council requirements in parts of the EU. Those obligations belong to Customer, not NiCE. Browser activity capture is off by default, and a Customer administrator must affirmatively enable it for each Agent — a further reason this is Customer’s notice obligation to satisfy, not NiCE’s.

9. Changes to This Notice

NiCE may update this Notice as the Extension changes. Material changes will be reflected in an updated effective date above before the corresponding functionality is enabled for any Customer. For the underlying product’s version history, see NiCE’s published Advanced Screen Agent release notes.

10. Contact

Questions about this Notice: privacy@nice.com. Agents should direct data-subject requests to their employer (Section 8).