Posted On: Oct 7, 2020

You can now manage access to Contact Trace Records (CTRs), Call Recordings, and Chat Transcripts in the Contact Search page of your Amazon Connect instance using agent hierarchies. Agent hierarchy is an Amazon Connect feature that allows administrators to group users together. Now they can use these groups to control access to results in the contact search experience. For example, administrators can grant supervisors the permission to view the contacts handled by only the agents in their hierarchy, and no others. This feature provides you with the flexibility to help meet your enterprise security and compliance standards.

To learn more about access control in the contact search page, see the Amazon Connect Administrator Guide. Agent hierarchy based user access controls for contact search is supported in all AWS regions where Amazon Connect is offered. There is no additional charge to use this feature. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.