The screen indicator appears when the customer has enabled the screen-share option on their side. It has a red color and a small screen icon inside of it. This means that the agent will be able to go to the info section of the detailed interface (on the right side) and see what the customer is seeing at the moment. In case, there is a more important indicator (No Reply, Reply Now, etc.), the screen indicator will be hidden behind it. As soon as the agent deals with the more important indicator, the screen indicator will show up again.