NiCE CXone Screen Agent Capture System Privacy Notice

Last Updated: October 12, 2026

1. Scope and Relationship to the Extension Notice

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 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 how the Advanced Screen Agent desktop application (the “Desktop Application”) and the NiCE-controlled backend storage it uploads to process data once the Extension hands it off. In this Notice, the Desktop Application, the NiCE CXone Screen Agent Capture browser extension (the “Extension”), and that backend storage are together the “Capture System.” Read this together with the NiCE CXone Screen Agent Capture — Browser Extension Privacy Notice, which covers the Extension’s own, narrower collection and is the document referenced in the Chrome Web Store / Edge Add-ons listing.

This Notice is scoped to the Capture System only: the browser and desktop metadata described below, its redaction, upload, storage, retention, security, and use. It does not describe the underlying session recording itself — the video of the Agent’s screen, NiCE’s privacy-masking feature, or that recording’s own storage, retention, and access controls. Those are addressed in Customer’s own CXone recording documentation and are outside the scope of this Notice.

2. Who Controls This Data

Customer is the controller (or “business,” under applicable US state law) of this data. NiCE processes it solely as a processor / service provider, on Customer’s documented instructions, under the agreement between NiCE and Customer (the “Customer Agreement”) and any data processing addendum executed under it (the “DPA”). If this Notice conflicts with the DPA, the DPA controls.

3. What the Desktop Application Separately Collects

Independent of the Extension, and with broader visibility into the workstation, during a recording the Desktop Application records the following for every application visible on the Agent’s screen — not only the browser the Extension monitors:

• process name;
• window title;
• for browser windows, the tab URL;
• screen position;
• focus state;
• occlusion state (whether the window is covered by another window); and
• the geometry of each display attached to the workstation, and which one is primary.

Separately, on a periodic basis, the Desktop Application also records whether the Agent was idle — measured as the absence of keyboard and mouse input across the whole workstation against a configured threshold, not inactivity within any one application.

This is the broadest single collection in the Capture System. It runs whenever a recording is in progress, independent of whether browser activity capture is enabled, and is not limited to the browser window the Extension monitors. It can therefore capture information about unrelated applications open during a shift — for example, another internal tool, a personal webmail tab, or another browser window.

Each report is labeled with Customer’s tenant identifier, the Agent’s account identifier, and the identifiers of the recording session and segment it covers. The data it contains is therefore attributable to an identified Agent, not pseudonymous.

4. Redaction Applied by the Desktop Application

On receipt of each record from the Extension — before it is buffered, added to the session report, compressed, or uploaded — the Desktop Application applies redaction to URLs, header values, request bodies, form field values, clipboard text, visible page text, and page titles, detecting sensitive data both by the shape of a value and by the name of the field, object key, or form parameter carrying it, at any depth within a structured body such as JSON. This layer:

• removes values matching a JSON Web Token, a Bearer token, or a Basic-auth credential (confirmed by decoding);
• removes runs of 13–19 digits, with optional spaces or hyphens, treated as payment-card numbers. This pattern is deliberately over-broad and applies no checksum validation, so it also removes some non-card digit sequences, such as long account or case reference numbers — the error direction is toward over-removal, not under-removal; and
• by name, removes credential-style fields and cardholder data: a card number, a cardholder name, a security code in any payment scheme’s spelling, an expiry field whose name identifies it as card data, and payment-card sensitive authentication data such as magnetic-stripe or chip data and encrypted PIN blocks. An object whose key names a payment card has its entire contents removed.

Not targeted by name: an expiry month or year in a field whose name carries no card qualifier (those names are equally common on non-payment forms); national identification numbers, social security numbers, and bank account, routing, and sort codes, although a bank account number of 13–19 digits is still removed incidentally by the card-number shape rule above; and a masked last four such as “Visa ending 4242,” which is not cardholder data and is retained deliberately as the way an Agent identifies a card. Nothing is scrubbed after upload — what arrives in storage is final.

This redaction runs entirely inside NiCE-owned infrastructure. The only path between the Extension and the Desktop Application is the local loopback interface (127.0.0.1) on the same physical machine, and that endpoint is bound to the loopback interface and therefore unreachable from any other machine. It rejects any browser-originated request whose Origin is not the Extension’s own; a local, non-browser process on the same machine that presents no Origin header at all is allowed through, which is the standard trust model for a local endpoint. A value that only this layer catches is therefore unscrubbed only during that local, same-machine handoff — it is never unscrubbed in transit over a network.

5. Storage and Data Location

The Desktop Application uploads the combined report over HTTPS to cloud storage in a NiCE-controlled AWS account, authenticated with short-lived credentials issued per upload; the Desktop Application holds no long-lived cloud credentials. The storage bucket is provisioned by NiCE’s own infrastructure templates, one per CXone processing cluster — it is not a per-Customer bucket.

Data location: storage is in the AWS region of the CXone cluster serving Customer’s tenant, and the data does not leave that region as part of this feature. The applicable region is fixed for a given Customer’s deployment and determined by which CXone cluster its tenant is served from.

6. Sub-Processors

NiCE has reviewed the complete technical path for this feature. Amazon Web Services, as infrastructure provider for the storage described in Section 5, is the only sub-processor involved. Neither the Extension nor the Desktop Application contains any third-party analytics, crash-reporting, telemetry, or logging component: the Extension ships no third-party runtime code at all, and the Desktop Application’s only external service client is the AWS SDK.

NiCE’s current, complete sub-processor list is available to Customer on request or via NiCE’s customer portal. The statement above addresses only the specific data flow described in this Notice; it does not restate that broader list.

7. Retention

The browser-activity and desktop-visibility reports described in this Notice are retained for 90 days by default, after which they are automatically and permanently deleted by an expiry rule enforced on the storage bucket. This default can be configured per tenant; where a Customer has configured a different retention period, that period governs instead of the 90-day default.

Neither the Extension nor the Desktop Application retains this data on the Agent’s workstation after the recording session ends. The Extension holds captured records in memory only. The Desktop Application assembles, compresses, and uploads the report from memory and clears it once complete; failed uploads are retried for up to ten minutes.

8. International Data Transfers

Because storage remains within the AWS region serving Customer’s own CXone tenant, this feature does not introduce a cross-border transfer beyond whatever already applies to session recordings generally. Where personal data is nonetheless transferred out of the European Economic Area to a country not recognized as providing an adequate level of data protection, NiCE relies on the EU Standard Contractual Clauses (Module Two: Controller to Processor). Where such data is transferred out of the United Kingdom, the UK International Data Transfer Addendum applies together with the underlying EU Standard Contractual Clauses. NiCE also maintains certification under the EU-U.S. Data Privacy Framework as an additional safeguard. These mechanisms apply consistently across NiCE’s data processing terms, regardless of which contracting template governs a particular Customer relationship.

9. Security

NiCE maintains administrative, technical, and physical safeguards for this data consistent with its obligations under the DPA; see NiCE’s standard security exhibit for the full description. Specific to this data path:

• the Extension’s only network egress is to the local machine — it has no remote network destination;
• the Desktop Application’s local endpoint is bound to the loopback interface and is therefore unreachable from any other machine; it rejects any browser-originated request that does not come from the Extension’s own origin, rejects oversized requests, and caps concurrent connections;
• uploads are authenticated with short-lived, per-upload credentials issued by the CXone backend; the Desktop Application holds no long-lived cloud credentials;
• the storage bucket has server-side encryption enabled by default (AES-256); and
• FIPS-validated storage endpoints are used in environments configured for them.

10. Purpose of Processing

The data described in the companion Extension Notice and in Section 3 above is uploaded as a single report. That report is collected for, and will be used as input to, an automated, LLM-based summarization of the Agent’s activity during the session — the purpose the Capture System’s data model is built to serve, and the reason it captures browser semantics (what was clicked, typed, and changed) rather than screen pixels. This automated summarization is not yet in production: the upload pipeline described in this Notice is built and operating, but the summarization step itself has not yet been deployed. This Notice will be updated to describe that processing in the present tense once it is.

Customer, as controller, then uses the resulting summary, and the underlying recording, for its own business purposes, which may include quality assurance, coaching and training, regulatory or contractual compliance, dispute resolution, and security. This list is deliberately illustrative rather than tied to any one Customer's deployment: because this Notice is published once and applies across every Customer that deploys the Capture System, it describes the general categories of business purpose the Capture System is built to support, not a specific Customer's actual use. An individual Customer's use of the summary and recording remains governed by, and limited to, the purposes stated in its own Customer Agreement.

NiCE anticipates further product uses of this data within the same overall service. NiCE will describe any materially new use here, and update this Notice, before that use is deployed for any Customer.

11. Automated Processing

The report described above will be processed by an automated, LLM-based summarization of the Agent’s activity during the session. This is not an incidental use — it is the reason the Capture System exists in its current form. As described in Section 10, that processing is not yet in production. Once deployed, it will run inside NiCE-controlled infrastructure, in the same AWS environment as the storage described in Section 5. NiCE’s present expectation is that it will involve no third party beyond the infrastructure provider named in Section 6; that expectation is still being confirmed, and if it changes before launch, this section and Section 6 will be updated together so the two statements cannot drift out of sync.

This will be, at launch, the only automated use of this data. The intended output is a description of what the Agent did — not a score, a sentiment classification, or a compliance verdict — and it is not intended to make or support any automated decision about the Agent. NiCE will update this section before deploying any automated scoring, flagging, or decisional use of this data, and before this summarization capability itself goes live.

The summary generated from this report is retained for 90 days by default — the same default described in Section 7 for the underlying report — and can likewise be configured per tenant, with any Customer-configured period applying to the summary as it does to the underlying report. This retention is applied by the downstream service that consumes the report, not by the Capture System components described elsewhere in this Notice.

12. Employee / Workplace Monitoring Notices

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, as the employer deploying the Capture System, and are not satisfied by this Notice alone.

Browser activity capture is off by default: the installation parameter that controls it defaults to off, and a Customer administrator must affirmatively enable it per Agent account. Because enabling it is unambiguously Customer’s own act, Customer is responsible for determining what direct, on-the-record notice — and, where required, consent or acknowledgment — it must give its own Agents before doing so, consistent with the law of each jurisdiction in which its Agents are located.

13. Your Rights

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 of this data, direct any such request to Customer, your employer. NiCE will provide reasonable assistance to Customer in responding to verified requests, as required by the DPA.

14. Children’s Privacy

The Capture System is a workplace tool provided to Customer for use by its adult workforce. It is not directed at, and NiCE does not knowingly collect personal data through it from, children.

15. Changes to This Notice

NiCE may update this Notice as the Capture System changes. Material changes affecting the categories of data collected, its purpose, or automated processing 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 cumulative release notes for Advanced Screen Agent.

16. Contact

Questions about this Notice: privacy@nice.com.