Review recorded conversations between agents and customers using Amazon Connect - Amazon Connect
Review recordings and transcripts of past agent conversationsReview recordings and transcripts of automated voice interactions (with IVR and bots)Review recordings/transcripts of past conversationsPause, rewind, or fast-forwardTroubleshoot problems

Review recorded conversations between agents and customers using Amazon Connect

Managers can review past conversations between agents and customers. To set this up, you need to set up recording behavior, assign managers the appropriate permissions, and then show them how to access the recorded conversations.

When is a conversation recorded? For detailed information about call recording behavior, see When, what, and where for contact recordings.

Tip

When call recording is enabled, the recording is placed in your S3 bucket shortly after the contact is disconnected. Then the recording is available for you to review it using the steps in this article.

You can also access the recording from the customer's contact record. The recording is available in the contact record, however, only after the contact has left the After Contact Work (ACW) state.

How do I manage access to recordings? Use the Recorded conversations (unredacted) security profile permission to manage who can listen to recordings, and access the corresponding URLs that are generated in S3. For more information about this permission, see Assign permissions to review past contact center conversations in Amazon Connect.

Review recordings and transcripts of past agent conversations

This section covers the steps that a manager takes to review past recordings and transcripts of past agent conversations. For chat contacts, the same transcript contains the agent interaction and the automated interaction (for example, with chat bots).

  1. Log in to Amazon Connect with a user account that has that has permissions to access the contact search page and to access recordings.

  2. In Amazon Connect choose Analytics and optimization, Contact search.

  3. Filter the list of contacts by date, agent login, phone number, or other criteria. Choose Search.

    Tip

    We recommend using the Contact ID filter to search for recordings. This is the best way to ensure you get the right recording for the contact. Many recordings have the same name as the contact ID, but not all.

  4. Conversations that were recorded have icons in the Recording/Transcript column, as shown in the following image. If you don't have the appropriate permissions, you won't see these icons.

    The voice recording icons play, download, and delete on the Contact search results page.

  5. To listen to a recording of a voice conversation, or read the transcript of a chat, choose the Play icon, as shown in the following image.

    The voice recording icons play icon on the Contact search results page.

  6. If you choose the play icon for a transcript, it appears, as shown in the following image.

    A sample chat transcript.

Pause, rewind, or fast-forward a recording

Use the following steps to pause, rewinder, or fast-forward a voice recording.

  1. On the Contact search results, instead of choosing the Play icon, choose the contact ID to open the contact record.

    The location of the contact ID that you need to choose.

  2. On the Contact record page, there are more controls to navigate the recording, as shown in the following image.

    The contact record page, additional controls to listen to the recording.

    1. Click or tap to the time you want to investigate.

    2. Adjust the playing speed.

    3. Play, pause, skip backwards or forwards in 10 second increments.

Troubleshoot problems pausing, rewinding, or fast-forwarding

If you are unable to pause, rewind or fast-forward recordings on the Contact search page, one possible reason could be that your network is blocking HTTP range requests. See HTTP range requests on the MDN Web Docs site. Work with your network administrator to unblock HTTP range requests.

Review recordings and transcripts of automated voice interactions (with IVR and bots)

IVR recordings and logs enable you to monitor and improve your automated experiences to better resolve the needs of the end-customer and maintain audio and system execution records of the interaction for compliance purposes. To review automated interaction (IVR) recordings and logs:

  1. Log in to Amazon Connect with a user account that has permissions to access the contact search page and to access recordings. Note that to view information on flow execution, you would need permissions to view Flows and Flow modules.

  2. On the navigation menu, choose Analytics and optimization, Contact search.

  3. Search for the contact you want to review, e.g. use can search by contact queues, the name of the initial flow for the contact, or user-defined custom contact attributes.

  4. Choose the contact ID to view the Contact details page.

  5. Under Recording and Transcript section, select Automated Interaction (IVR) that will contain an audio player that you can use to play the IVR recording, as shown in the following image. In this section you can also see the IVR prompts that were played, customers response to those prompts, as well as transcripts of Amazon Lex interactions.

    The location of the contact ID that you need to choose.

  6. If you only wish to view the details on the customer interaction (without seeing additional details on which flow was executed), you can turn off the Show flow details toggle. See image below:

    The location of the contact ID that you need to choose.
Flow blocks available within the automated interaction logs and transcripts

You can view the following flow blocks within the Amazon Connect UI on the contact details page;

Review recordings/transcripts of past conversations

These are the steps that a manager does to review past recordings/transcripts of conversations.

  1. Log in to Amazon Connect with a user account that has permissions to access recordings.

  2. In Amazon Connect choose Analytics and optimization, Contact search.

  3. Filter the list of contacts by date, agent login, phone number, or other criteria. Choose Search.

    Tip

    We recommend using the Contact ID filter to search for recordings. This is the best way to ensure you get the right recording for the contact. Many recordings have the same name as the contact ID, but not all.

  4. Agent interactions that were recorded have icons in the Recording/Transcript column, as shown in the following image. If you don't have the appropriate permissions, you won't see these icons.

    The voice recording icons play, download, and delete on the Contact search results page.

  5. To listen to a recording of a voice conversation, or read the transcript of a chat, choose the Play icon, as shown in the following image.

    The voice recording icons play icon on the Contact search results page.

  6. If you choose the play icon for a transcript, it appears, as shown in the following image.

    A sample chat transcript.

Pause, rewind, or fast-forward a recording

Use the following steps to pause, rewinder, or fast-forward a voice recording.

  1. On the Contact search results, instead of choosing the Play icon, choose the contact ID to open the contact record.

    The location of the contact ID that you need to choose.

  2. On the Contact record page, there are more controls to navigate the recording, as shown in the following image.

    The contact record page, additional controls to listen to the recording.

    1. Click or tap to the time you want to investigate.

    2. Adjust the playing speed.

    3. Play, pause, skip backwards or forwards in 10 second increments.

Troubleshoot problems pausing, rewinding, or fast-forwarding

If you are unable to pause, rewind or fast-forward recordings on the Contact search page, one possible reason could be that your network is blocking HTTP range requests. See HTTP range requests on the MDN Web Docs site. Work with your network administrator to unblock HTTP range requests.