Cisco S-KPI-LM-OBSSCR-NU Last Mile Screen Recording Named User

Capture and review named-user agent screen activity while adding last-mile observability to contact-center operations. Cisco S-KPI-LM-OBSSCR-NU combines these two functions for teams investigating agent-side experience issues, reviewing workflow execution, or documenting what occurred during a customer interaction. The named-user licensing metric aligns the entitlement to an individual agent rather than a shared or concurrent-user allocation. Screen recording provides a visual record of the applications and on-screen steps used during an interaction. Last-mile observability adds a view focused on the agent endpoint experience, supporting investigations where service quality can be affected between the agent workstation and cloud-delivered collaboration services. Together, these capabilities give supervisors and support teams additional evidence when reviewing agent workflows and reported performance conditions. Use this entitlement where screen review must be assigned to specific agents and where agent-experience visibility is required alongside recorded activity. It fits contact-center quality review, service-desk investigation, coaching, and incident analysis workflows. The SKU specifically identifies a named-user entitlement for both last-mile agent observability and screen recording; it does not describe a shared-user metric, hardware appliance, or endpoint device.