Assign Permissions to Review Recordings of Past Conversations - Amazon Connect

Assign Permissions to Review Recordings of Past Conversations

These permissions enable managers to access recordings of past conversations.

To assign a manager permissions to review recordings of past conversations

  1. Go to Users, User management, choose the manager, and then choose Edit.

  2. In the Security Profiles box, assign the manager to the CallCenterManager security profile. This security profile also includes a setting that makes the icon to download recordings appear in the results of the Contact search page.

  3. If you also want the manager to monitor live conversations, assign the manager to the Agent security profile so they can access the Contact Control Panel. This is so they can monitor the conversation through the Contact Control Panel.

  4. Choose Save.

Or, to create a new security profile specific for this purpose

  1. Choose Users, User management, Security profiles.

  2. Choose Add new security profile.

  3. Expand Metrics and Quality, then choose Manager monitor and Recorded conversations (choose both Access and Enable download button).

  4. If you also want the manager to monitor live conversations, assign the manager to the Agent security profile so they can access the Contact Control Panel. This is so they can monitor the conversation through the Contact Control Panel.

  5. Choose Save.