Frequently asked questions about Amazon Connect screen recording capabilities

This topic provides frequently asked questions about using Amazon Connect screen recording capabilities.

• What operating systems are supported?

  Windows 10 and 11 based on the x86 architecture.

• What is the file format of screen recordings?

  The screen recording files are saved in MP4 format.

• Which Amazon Connect channels are supported?

  You can generate screen recordings for voice, chat, and task contacts.

• Where the logs located for the Amazon Connect Client Application?

  You can locate the logs in C:\ProgramData\Amazon\Amazon.Connect.Client\Logs. If you're using version 2.xxx, also go to %USERPROFILE%\AppData\Local\Amazon\Amazon.Connect.Client.RecordingSession\Logs contains logs for screen recording activities.

• Do you capture the entire screen?

  Yes, the Amazon Connect Client Service records the all the open applications on the agent's monitor, up to three monitors.

• Does screen recording support concurrent user sessions on Windows using Virtual Desktop Infrastructure (VDI) environments?

  Yes, screen recording supports concurrent user sessions on Windows when using Amazon Connect Client Application version 2.xxxx or later.

• Where are the screen recording files stored in my AWS account?

  The screen recordings are delivered to your Amazon S3 bucket and encrypted using the KMS key you specify. This is similar to how call recordings are stored and encrypted.

• Where can I download the latest version of the Amazon Connect Client Application?

  The download link is on the Amazon Connect Client Application page.

• How can I be notified when there is a latest version of the client application?

  To be notified when there is an update to the Amazon Connect Client Application, we recommend subscribing to the RSS feed of this administrator guide. Choose the RSS link that appears under the title of this page (it's next to the PDF link).

• How are the recordings viewed?

  Supervisors can view the screen recordings in the contact detail page, provided they have the necessary permissions enabled in their security profiles.

• What additional ports are used for screen recording?

  The Amazon Connect Client Application communicates with the CCP through a local WebSocket on port 5431.

• What are the bandwidth requirements for screen recording?

  We recommend 500kbps per concurrent contact with screen recording enabled.

• Can I opt only for screen recording and not for call recording?

  Yes, you can enable screen recording without call recording for a voice call.

• How do I find the Amazon S3 location of the screen recording?

  You can find the screen recording location in the RecordingsInfo section of the contact record. See the Location field.

• How do I enable screen recording for a percentage of my contacts?

  You can use the Distribute by percentage block in the flow to enable a percentage of contacts for screen recording.

• Is screen recording PCI compliant?

  Screen recording is Payment Card Industry Data Security Standard (PCI) compliant.

  Important

  During a video call or screen sharing session, agents are able to see the customer's video or screen share even when the customer is on hold. It is the customer's responsibility to handle PII accordingly. If you want to change this behavior, you can build a custom CCP and communication widget. For more information, see Integrate in-app, web, video calling and screen sharing natively into your mobile application.

• Does screen recording work with custom CCP and agent desktops?

  Screen recording is designed to work with custom CCP and agent workspace built with the Amazon Connect Streams JS library. We recommend testing your custom solution before deploying screen recording in production.

• What additional IP addresses do I need to add to my firewall allowlist?

  To ensure smooth screen recording functionality, add to your allowlist the IP addresses associated with Amazon S3. These IP addresses are located in the ipranges.json file specific to your AWS Region. For example, if you are in us-east-1, add the S3 IP addresses for that Region to your allowlist.

• Can I use screen recording anywhere in the world?

  Screen recording is available in all AWS commercial Regions where Amazon Connect is available. However, your use of screen recording may be subject to compliance with privacy and other laws. Please consult your compliance team before enabling this capability for your agents.

• Are agents alerted when screen recording is enabled for a contact?

  By default Amazon Connect doesn't provide a notification feature. However, you can use the Amazon Connect Streams JS library to create a notice or other visual indicator on an agent's desktop to signal that screen recording is in use.

• What happens if an agent closes the browser during a contact, or immediately after a contact ends?

  If the browser is closed at the beginning of contact before any screen capture data can be uploaded to Amazon Connect, the final screen recording may not be published. If the browser is closed immediately after a contact ends but before the final screen capture data can be uploaded, the screen recording is published when the agent next logs in to CCP.