Screen capture not recording all calls.Should I reinstall ScreenAgent

[Irvineca949]

When I pull a day report for this agent, some of the calls do not show screen capture. The rule is set for all calls to have screen capture. Should I try reinstalling ScreenAgent on the agent's pc?

Perform 3.2 Avaya AES S8700 5.2.1

 

[nice12345]

hi can you post a copy of screen agent log off agent in question machine.

how many screen channels do you have?
is this the only rule set?
what os is agents machine
does agent have any software such as pc anywhere, dvd software on his machine.

have you checked the sam server logs?

i presume this is not a virtualized environment?

 

[Irvineca949]

Thx for the reply, I will reply with the info.

And no this is not virtualized.