Salesforce Agents Cannot View Voice Call Recordings

What has changed:

Due to Amazon Connect’s permission requirement changes, Salesforce Voice (formerly Service Cloud Voice) agents may no longer see Voice Call recordings on the VoiceCall page. To enable an agent to view the recordings, assign the Contact Search, Recorded conversations (redacted), and Recorded conversations (unredacted) permissions to their Agent security profile in Amazon Connect.

To learn about the permission requirements for Voice Call Recordings, check out this Amazon documentation:

• Assign permissions to review recordings of past conversations

Reference to Salesforce Documentation

• Configure Your Amazon Connect Instance
• Listen to and Collaborate on Voice Call Recordings