Posted On: May 1, 2024
You can now enable agent screen recording when your VDI environment is configured to allow multiple agents to connect concurrently to the same Windows instance (multi-session VDI). This makes it even easier and more cost effective for you to help agents improve their performance when using Amazon Connect in a multi-session VDI environment.
You can enable agent screen recording for multi-session VDI by deploying the latest version of the screen recording client application. Amazon Connect automatically creates separate agent screen recordings for each agent that is logged into the same desktop, which you can view directly in the Amazon Connect web UI, alongside call recordings, agent evaluations, transcripts, and call summaries.
Agent screen recording is available in all the AWS Regions where Amazon Connect Contact Lens is already available. To learn more about agent screen recording, please visit the documentation and webpage. For more information about agent screen recording pricing, visit the Amazon Connect pricing page.