Posted On: Jun 16, 2023

Amazon Connect Contact Lens now provides screen recording capabilities, making it easy for you to help agents improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task). Screen recording is Payment Card Industry Data Security Standard (PCI) compliant and in scope for System Organization Controls (SOC 1 and SOC 2).

Amazon Connect’s client application for screen recording can be easily deployed to begin recording agents’ screens. You can use Connect’s drag-and-drop workflow designer to control which contacts are recorded based on criteria such as queue, line of business, or a percentage of contacts. Recordings can be viewed directly in the Amazon Connect web UI, alongside agent evaluation, transcripts, and summaries, without having to switch applications, making it easy to assess contact quality and improve agent performance.

Screen recording capabilities are available in all the AWS Regions where Amazon Connect Contact Lens is already available.

To learn more about screen recording, please visit the documentation and webpage. For more information about screen recording pricing, visit the Amazon Connect pricing page.