List of security profile permissions in Amazon Connect

The security profile permissions in Amazon Connect allow users access to perform specific tasks in Amazon Connect.

The following tables list:

• UI name: The name of the permission as it appears on the Security profiles page in Amazon Connect.

• API name: The name of the permission when it is returned by the ListSecurityProfilePermissions API.

• Use: The functionality granted by the permission.

Routing

UI name	API name	Use
Routing profiles - Create	RoutingPolicies.Create	Create routing profiles.
Routing profiles - Edit	RoutingPolicies.Edit	Edit routing profiles.
Routing profiles - View	RoutingPolicies.View	View routing profiles.
Quick connects - Create	TransferDestinations.Create	Create quick connects.
Quick connects - Delete	TransferDestinations.Delete	Delete quick connects.
Quick connects - Edit	TransferDestinations.Edit	Edit quick connects.
Quick connects - View	TransferDestinations.View	View quick connects. Agents need this permission so they can view quick connects in the agent application to transfer calls.
Hours of operation - Create	HoursOfOperation.Create	Set hours of operation and timezone for a queue.
HoursOfOperation - Delete	HoursOfOperation.Delete	Delete hours of operation and timezone for a queue.
HoursOfOperation - Edit	HoursOfOperation.Edit	Edit hours of operation and timezone for a queue.
HoursOfOperation - View	HoursOfOperation.View	View hours of operation and timezone for a queue.
Queues - Create	Queues.Create	Create queues.
Queues - Edit	Queues.Edit	Edit information for a queue, such as name, description, and hours of operation.
Queues - Enable / Disable	Queues.EnableAndDisable	Enable and disable queues to quickly control the flow of contacts to queues temporarily.
Queues - View	Queues.View	View a list of queues in your Amazon Connect instance.
Task templates - Create	TaskTemplates.Create	Create task templates.
Task templates - Delete	TaskTemplates.Delete	Delete task templates.
Task templates - Edit	TaskTemplates.Edit	Edit task templates.
Task templates - View	TaskTemplates.View	View task templates.

Channels and flows

UI name	API name	Use
Prompts - Create	Prompts.Create	Create prompts.
Prompts - Delete	Prompts.Delete	Delete prompts.
Prompts - Edit	Prompts.Edit	Edit prompts.
Prompts - View	Prompts.View	View a list of available prompts.
ContactFlows - Create	ContactFlows.Create	Create flows.
ContactFlows - Delete	ContactFlows.Delete	Delete flows.
ContactFlows - Edit	ContactFlows.Edit	Edit flows.
ContactFlows - Publish	ContactFlows.Publish	Publish flows.
ContactFlows - View	ContactFlows.View	View flows.
Flow modules - Create	ContactFlowModules.Create	Create flow modules for reusable functions.
Flow modules - Delete	ContactFlowModules.Delete	Delete flow modules.
Flow modules - Edit	ContactFlowModules.Edit	Edit flow modules.
Flow modules - Publish	ContactFlowModules.Publish	Publish flow modules.
Flow modules - View	ContactFlowModules.View	View flow modules.
Phone numbers - Claim	PhoneNumbers.Claim	Claim phone numbers.
Phone numbers - Edit	PhoneNumbers.Edit	Edit phone numbers. Attach a claimed or ported phone number to a flow in Amazon Connect.
Phone numbers - Release	PhoneNumbers.Release	Release phone numbers back to inventory.
Phone numbers - View	PhoneNumbers.View	View a list of phone numbers that have been claimed or ported to your Amazon Connect instance.
Communication widget - Enable/Disable	ChatTestMode	Access a simulated web page so users can test the chat experience. Also grant users the Contactflow.View permission so they can view and choose from a list of available flows in the Test settings option.
Views	Views.View	Allow access to Views

Users and permissions

UI name	API name	Use
Users - Create	Users.Create	Add users to Amazon Connect. We recommend you limit who has these permissions. They pose a risk to your contact center because they can do the following: Reset passwords, including that of the administrator. Grant other users permission to the Admin security profile. People assigned to the Admin security profile have full access to your contact center. Doing these things would enable someone to lock out those who need to access Amazon Connect, and allow in others who can steal customer data and damage your business.
Users - Delete	Users.Delete	Delete users from Amazon Connect.
Users - Edit	Users.Edit	View and edit all user identity information except for security profiles. As with Users - Create, limit who has these permissions because they pose a risk to your contact center.
Users - Edit permission	Users.EditPermission	View and edit user security profiles. As with Users - Create, limit who has these permissions because they pose a risk to your contact center.
Users - View	Users.View	View user records.
Agent hierarchy - Create	AgentGrouping.Create	Create agent hierarchies. Add groups, teams, and agents.
Agent hierarchy - Edit	AgentGrouping.Edit	Edit agent hierarchies.
Agent hierarchy - Enable/Disable	AgentGrouping.EnableAndDisable	View or edit agent hierarchy information.
Agent hierarchy - View	AgentGrouping.View	View the agent's hierarchy information in a real-time metrics report, which can include their location and skill set data.
Security profiles - Create	SecurityProfiles.Create	Create security profiles.
Security profiles - Delete	SecurityProfiles.Delete	Delete security profiles.
Security profiles - Edit	SecurityProfiles.Edit	Update security profiles.
Security profiles - View	SecurityProfiles.View	View security profiles.
Agent status - Create	AgentStates.Create	Create an custom agent status. The status appears in the Contact Control Panel (CCP), such as Break, Lunch, or Training.
Agent status - Edit	AgentStates.Edit	Edit a custom agent status.
Agent status - Enable/Disable	AgentStates.EnableAndDisable	View and edit custom agent states.
Agent status - View	AgentStates.View	View an agent's status in the real-time metrics report and historical metrics report. For example, if they are Available, Offline, or in a custom state. View their status in the Agent activity report.

Contact Control Panel (CCP)

UI name	API name	Use
Access Contact Control Panel	BasicAgentAccess	Manages access to the Contact Control Panel (CCP). Assign this permission to agents as well as managers who need to monitor live conversations.
Contact Lens data	RealtimeContactLens.View	Enables users to view real-time analytics provided by Contact Lens.
Make outbound calls	OutboundCallAccess	Grants users permissions to make outbound calls. For more information about setting up outbound calling, see Set up outbound calling in Amazon Connect.
Voice ID	VoiceId.Access	Enables controls in the Contact Control Panel so agents can: View authentication outcomes. Opt-out or re-authenticate a caller. Update SpeakerID. View fraud detection results, rerun fraud analysis (fraud detection decision, fraud type and score).
Restrict task creation	RestrictTaskCreation.Access	Block agents from being able to create tasks.
Audio device settings	AudioDeviceSettings.Access	Choose your preferred device for speaker, microphone, and ringer in the Contact Control Panel (CCP) or agent workspace.
Video calls	VideoContact.Access	Enable agents to use video calling.

Analytics and Optimization

UI name	API name	Use
Access metrics	AccessMetrics	Manage access to real-time and historical metrics reports.
Real-time metrics	AccessMetrics.RealTimeMetrics.Access	Manage access to the real-time metrics page.
Historical metrics	AccessMetrics.HistoricalMetrics.Access	Manage access to the historical metrics page.
Agent activity audit	AccessMetrics.AgentActivityAudit.Access	Manage access to the agent activity audit within the historical metrics page.
Dashboards	AccessMetrics.Dashboards.Access	Dashboards in Amazon Connect for getting contact center performance data
Contact Search	ContactSearch.View	Access the Contact search page, which is where users can search for contacts and see results on the Contact details page.
View My Contacts	MyContacts.View	Allows agents to view contacts that they themselves had handled, on Contact search and Contact details pages.
Search contacts by conversation characteristics	ContactSearchWithCharacteristics.Access	Access to the Contact Lens filters that enable users to search by sentiment scores, non-talk time, and category.
Search contacts by conversation characteristics - View	ContactSearchWithCharacteristics.View	View the Contact Lens filters that enable users to search by sentiment scores, non-talk time, and category.
Search contacts by keywords	ContactSearchWithKeywords.Access	Search for contacts by keyword. On the Contact Search page, users can access additional filters that allow them to search Contact Lens transcripts by keywords or phrases, such as "thank you for your business."
Search contacts by keywords - View	ContactSearchWithKeywords.View	Search for contacts by keyword. On the Contact Search page, users can access additional filters that allow them to search Contact Lens transcripts by keywords or phrases, such as "thank you for your business."
Configure searchable contact attributes - View	ConfigureContactAttributes.View	Determine what custom attribute data will be searchable (by people who have the Contact attributes permission). It allows them to access the Searchable custom contact attributes page. For more information, see Search for contacts in Amazon Connect by using custom contact attributes.
Restrict contact access	RestrictContactAccessByHierarchy.View	Manage a user's access to results on the Contact search page based on their agent hierarchy group. For more information, see Manage who can search for contacts and access detailed information.
Contact attributes	ContactAttributes.View	View contact attributes. Also controls access to the search filters based on contact attributes. For more information, see Search for contacts in Amazon Connect by using custom contact attributes.
Contact Lens - conversational analytics - View	GraphTrends.View	On the Contact details page for a contact, users can view conversational analytics outputs such as graphs (on sentiment, talk time, and other various outputs), sentiment indicators, and contact category labels on conversation recordings and transcripts. Users can view data on the Amazon Connect Contact Lens conversational analytics dashboard.
Contact Lens - custom vocabularies - Edit	ContactLensCustomVocabulary.Edit	Add custom vocabularies.
Contact Lens - custom vocabularies - View	ContactLensCustomVocabulary.View	Download and view custom vocabularies.
Contact Lens - post-contact summary	ContactLensPostContactSummary.View	View post-contact summarization powered by generative artificial intelligence (generative AI) on the Contact Search and Contact Details pages.
Contact Lens - theme detection - Create	ThemeDetection.Create	Create theme detection reports on the Contact search page.
Contact Lens - theme detection - View	ThemeDetection.View	View theme detection reports on the Contact search page.
Contact Lens - theme detection - Delete	ThemeDetection.Delete	Delete theme detection reports on the Contact search page.
Rules - Create	Rules.Create	Create rules.
Rules - Delete	Rules.Delete	Delete rules.
Rules - Edit	Rules.Edit	Edit rules.
Rules - View	Rules.View	View rules.
Recorded conversations (redacted)	RedactedData.View	On the Contact details and Contact search pages for a contact, listen to call recording files and view call transcripts in which the sensitive data has been removed.
Recorded conversations (unredacted) - View	ListenCallRecordings	On the Contact details and Contact search pages for a contact, view unredacted content that contains sensitive data, such as name and credit card information. Original, unredacted chat transcripts Original, unredacted transcripts analyzed by Contact Lens Original, unredacted audio recordings Important If you have permissions to both Recorded conversations (redacted) and Recorded conversations (unredacted), note the following behavior: By default only redacted recordings and transcripts are made available on the Contact details and Contact search pages. When no redacted content exists for the contact, or when redacted content cannot be shown to the user, then unredacted content is displayed on the Contact details and Contact search pages. To access unredacted conversations, remove permissions to Recorded conversations (redacted). This leaves the user with only Recorded conversations (unredacted) permissions. You cannot access both the redacted and unredacted version of a conversation at the same time.
Recorded conversations (unredacted) - Access	ListenCallRecordings	View the Play icon so they can listen to call recordings by using the Amazon Connect admin website.
Recorded conversations (unredacted) - Enable download button	DownloadCallRecordings	Enables buttons to download and delete call recordings. By default, the Enable download button permission is granted so the user can Download call recordings through the Amazon Connect admin website. To perform a download, however, the user needs permissions to access a Recorded conversation (unredacted).
Recorded conversations (unredacted) - Delete	DeleteCallRecordings	Delete call recordings. By default, the Enable download button permission is granted too so the user can delete recordings through the Amazon Connect admin website.
Login/Logout report - View	AgentTimeCard.View	View Login/Logout reports.
Real-time contact barge-in - Enable/Disable	ManagerBargeIn	Enables supervisors and managers to barge into live conversations between agents and customers. To learn more about Barge for live conversations, see Barge into live voice and chat conversations between contact center agents and customers.
Real-time contact monitoring- Enable/Disable	ManagerListenIn	Monitor live conversations and listen to recordings of past conversations. Be sure to assign managers to the Agent security profile so they can access the Contact Control Panel (CCP). This enables them to monitor the conversation through the CCP.
Saved reports (admin)	ReportsAdmin.View ReportsAdmin.Delete	View and delete all saved reports in your instance, including those not created by you.
Saved reports - View	MetricsReports.View	View a shared report.
Saved reports - Create	MetricsReports.Create MetricsReports.Share	Create and share reports.
Saved reports - Edit	MetricsReports.Edit	Edit save reports.
Saved reports - Delete	MetricsReports.Delete	Delete saved reports.
Saved reports - Publish	MetricsReports.Publish	Publish reports and share reports.
Saved reports - Schedule	MetricsReports.Schedule MetricsReports.Publish ReportSchedules.Create ReportSchedules.Delete ReportSchedules.Edit ReportSchedules.View	Schedule a saved report. By default, the user gets permission to create, delete, edit, and view a saved report.
Evaluation forms - perform evaluations	Evaluation.Create Evaluation.View Evaluation.Edit Evaluation.Delete	Evaluate performance.
Evaluation forms - manage form definitions	EvaluationForms.Create EvaluationForms.View EvaluationForms.Edit EvaluationForms.Delete	Create and manage evaluation forms.
Evaluation forms - ask AI assistant	EvaluationAssistant.Access	Access the Ask AI button while performing evaluations, enabling the user to get generative AI-powered recommendations for answers to questions in evaluation forms.
Voice ID - attributes and search	VoiceIdAttributesAndSearch.View	Search for and view Voice ID results on the Contact detail page.
Voice ID - attributes and search	VoiceIdAttributesAndSearch.View	Search for and view Voice ID results on the Contact detail page.
Forecasting - View	Forecasting.View	Review contact volume and average handle time forecasts.
Forecasting - Edit	Forecasting.Edit	Create and edit contact volume and average handle time forecasts.
Forecasting - Publish	Forecasting.Publish	Publish a forecast in Amazon Connect.
Forecast and schedule interval - Edit and View	ForecastScheduleInterval.Edit ForecastScheduleInterval.View	Set the forecast and schedule interval in Amazon Connect.
Capacity planning - View	Capacity.View	Review capacity plan output in Amazon Connect.
Capacity planning - Edit	Capacity.Edit	Create capacity planning scenarios in Amazon Connect.
Capacity planning - Publish	Capacity.Publish	Publish a capacity plan in Amazon Connect.
Screen recording - Access	ScreenRecording.Access	Access the screen recording media player and view videos on the Contact details page. Important Screen recording merges the screen recording video with the unredacted call recording file. If users have permission to view screen recordings, they can listen to the unredacted audio.
Screen recording - Enable download button	ScreenRecording.Download	Enables the button to download screen recordings on the Contact details page. By default, the Enable download button permission is granted so the user can download screen recordings through the Amazon Connect admin website. To perform a download, the user also needs Screen recording - Access permissions.

Contact Actions

UI name	API name	Use
Transfer Contact	TransferContact.Enabled	Transfer contacts on Analytics and optimization pages. Currently transfer of task contacts to quick connects is supported on the Contact details page.
End contact	StopContact.Enabled	End contacts on Analytics and optimization pages. Currently supported on the Contact details page.
Reschedule contact	UpdateContactSchedule.Enabled	Reschedule previously scheduled contact on Analytics and optimization pages. Currently supported on the Contact details page for task contacts only.

Historical changes

UI name	API name	Use
View historical changes	HistoricalChanges.View	View historical changes on all Amazon Connect admin website pages that support historical changes.

Customer Profiles

UI name	API name	Use
Customer profiles - Create	CustomerProfiles.Create	Create customer profiles in the agent application.
Customer profiles - Edit	CustomerProfiles.Edit	Edit customer profiles in the agent application.
Customer profiles - View	CustomerProfiles.View	View customer profiles in the agent application.
Customer profiles Calculated Attributes - Create	CustomerProfiles.CalculatedAttributes.Create	Create calculated attributes.
Customer profiles Calculated Attributes - Edit	CustomerProfiles.CalculatedAttributes.Edit	Edit calculated attributes.
Customer profiles Calculated Attributes - Delete	CustomerProfiles.CalculatedAttributes.Delete	Delete calculated attributes.
Customer profiles Calculated Attributes - View	CustomerProfiles.CalculatedAttributes.View	View calculated attributes.

Scheduling

UI name	API name	Use
Schedule manager - View	Scheduling.View	View generated staff schedules in the Schedule manager user experience.
Schedule manager - Edit	Scheduling.Edit	Create, edit schedule configuration and publish generated staff schedules.
Schedule manager - Publish	Scheduling.Publish	Publish a schedule by using Schedule Manager.
Published schedule calendar	Scheduling.View	View a schedule.
Time off requests - Approve, Edit, View	TimeOff.Approve TimeOff.Edit TimeOff.View	Time off management.
Time off balance - Edit, View	TimeOffBalance.Edit TimeOffBalance.View	Time off management.
Team calendar	TeamCalendar.View	View published staff schedules in the Published Calendar user experience.
Team calendar	TeamCalendar.Edit	Edit published staff schedules in the Published Calendar user experience.

Agent Applications

UI name	API name	Use
Agent application schedule calendar	StaffCalendar.View StaffCalendar.Edit	Ability for agents to view their schedules. The Edit permission is required for agents to view and use the Time off widget on their schedule that they use to request time off. If they only have View permission, the Time off widget will not appear on their schedule. For an example image that shows the Time off widget on an agent's schedule, see Agent initiated time off request.
Custom views	CustomViews.Access	Use the Agent Workspace guided experience guide.
Amazon Q in Connect	Wisdom.View	View real-time recommendations in the agent application.
<3p app name> - Access	<3p app name>.Access	Allows agents to access a third-party application.
Content Management - Quick responses - Create	ContentManagement.Create	Set up a knowledge base to store quick responses. Create, import, and view the import history of quick responses that are displayed in the agent application.
Content Management - Quick responses - Edit	ContentManagement.Edit	Edit, import, and view the import history of quick responses that are displayed in the agent application.
Content Management - Quick responses - View	ContentManagement.View	View a list of quick responses in the Amazon Connect admin website.
Content Management - Quick responses - Delete	ContentManagement.Delete	Delete quick responses by using the Amazon Connect admin website.

Cases

UI name	API name	Use
Audit History - View	CaseHistory.View	View the audit history of cases in the agent application.
Cases - Create	Cases.Create	Create cases in the agent application.
Cases - View	Cases.View	View cases in the agent application.
Cases - Edit	Cases.Edit	Edit cases in the agent application.
Case Fields - Create	CaseFields.Create	Create case fields.
Case Fields - View	CaseFields.View	View case fields.
Case Fields - Edit	CaseFields.Edit	Edit case fields.
Case Templates - Create	CaseTemplates.Create	Create case templates.
Case Templates - View	CaseTemplates.View	View case templates.
Case Templates - Edit	CaseTemplates.Edit	Edit case templates.

Campaigns

UI name	API name	Use
Campaigns - Create	Campaigns.Create	Create outbound campaigns.
Campaigns - Delete	Campaigns.Delete	Delete outbound campaigns.
Campaigns - Edit	Campaigns.Edit	Edit outbound campaigns.
Campaigns - Manage	Campaigns.Delete	Manage outbound campaigns.
Campaigns - View		View outbound campaigns.