Review agent screen recordings
Use screen recordings to help you evaluate agents. You can identify areas for coaching, validate activity, or identify best practices.
The screen recording is synchronized with the voice recording and contact transcript, so you can hear or read what is being said at the same time.
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Log in to Amazon Connect with a user account that has the Analytics and optimization - Screen recording - Access permission in its security profile.
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On the navigation menu, choose Analytics and optimization, Contact search.
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Search for the contact you want to review.
Tip
If you've added a custom attribute to your flows to indicate when screen recording is enabled, you can search by the custom attribute to locate contact records with screen recordings. For more information, see Configuration tips.
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Click or tap the contact ID to view the Contact details page.
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The Recording section contains a video player that displays the screen recording, as shown in the following image.
Important
Screen recording playback in the Contact details page is not supported in the legacy https://
your-instance-alias/awsapps.com domain. We recommend using the https://your-instance-alias.my.connect.aws/ domain to play screen recordings. For more information, see Update your Amazon Connect domain in this guide. -
Use the left-side controls to zoom in and out, or fit the video to the window.
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Right-click while your cursor is on the video to display a full list of controls. They are shown in the following image.
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If you don't see a video recording, check that the Show recording toggle is on.
If no video appears, then the screen recording may not yet be ready (that is, uploaded into the Amazon S3 bucket). If the problem persists, contact AWS Support Center
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Watch in Picture-in-picture mode
You may want to move the video elsewhere on your monitor while you watch it. For example, you can reposition the video so you can read the transcript. Use Watch in Picture-in-picture mode to achieve this.
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Right-click the video to display the list of video controls.
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Choose Watch in Picture-in-picture.
The video windows pops out. You can move it around your monitor.
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Choose the X in the top right corner to pop the window back. The following image shows the video in Picture-in-picture mode.
