Salesforce Voice Screen Recording Feature Using Amazon Connect Contact Lens

Steps to Enable Agent Screen Recording in Amazon Connect

1. Install the Amazon Connect Client Application

• Install the Amazon Connect Client Application from the link provided in the help document
• During the installation process, it will prompt you to enter the Allowed Connect Domains
• In this section, you will need to enter: your-connect-instance-alias.my.connect.aws
• This tells the Client Application which instance’s calls need to be screen recorded

2. Enable Data Storage for Screen Recording in Your Instance

• Log in to your Amazon Connect Console and choose your instance.

• In the navigation pane, select Data storage.

• Scroll down to Screen recordings and click Edit.

• Choose Enable screen recording, and then either:

  • Select Create a new S3 bucket (recommended), or

  • Select an existing S3 bucket.

• Enter a name in the Name box and click Save.

(Note: Please consider the Naming Rules when providing the name for the S3 bucket)

3. Configure the "Set recording and analytics behavior" Block in Your Contact Flow

• Add or edit the Set recording and analytics behavior block.

• Enable Agent screen recording by toggling it ON.

• Save and Publish your flow.

4. Provide Screen Recording Access

Ensure that the Security Profile of the agent has the following permission enabled:

• Under Analytics and optimization → Screen recording, the Access permission must be granted.

Limitations

• Supported OS: This feature only works for agents using Windows Operating System.

  • The Amazon Connect Client Application must run in the background to enable screen recording, and it is currently available only for Windows.

• Screen Control:

  • Agents cannot control which screen is recorded. The entire screen will be recorded, including any external monitors connected to the workstation.

  • Agents do not have the option to record a specific screen or browser tab.

• Pause/Resume Functionality:

  • There is no out-of-the-box feature to stop or resume recordings.

  • This can be implemented through a custom solution using the SuspendContactRecording and ResumeContactRecording APIs.