Amazon Connect | Call Recording and Manager Listen In Flashcards
How long is my historical data accessible within the Amazon Connect application?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Amazon Connect retains contact trace records (CTR), historical metrics data, and agent performance data within the application for 2 years. You can retain this data for longer than 2 years by leveraging a Kinesis Stream to stream your contact trace records to a data warehouse of your choice, such as Amazon Redshift. You can also schedule reports to run regularly and save them to an S3 bucket. Call recordings are stored in your Amazon S3 bucket, and you maintain full control over their retention.
Does Amazon Connect support call recordings?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Yes. Amazon Connect enables you to store call recordings of customer interactions in Amazon S3. Interactions are not recorded unless an agent is connected. If multiple agents are connected, each will have an associated call recording.
What options for call recording does Amazon Connect support?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Call recording is disabled by default, you can enable call recordings of agent / customer interactions, capturing the agent only, customer only, or both the agent and customer. Contact flow interactions are only recorded if an agent is listening to the call as well.
Are agents and customers stored on separate, stereo audio channels?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Yes, the agent audio is stored in the right channel. All incoming audio, including the end-customer and any one conferenced in are stored in the left channel.
How do I configure call recording settings in Amazon Connect?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
You can configure call recording settings in the Set call recording behavior Contact flow block.
How do I find and play back call recordings?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
You can find individual contacts using the Contact search experience in Amazon Connect metrics. If a call recording is available, and you have the required permissions, you can play it back.
Do I have open access to my call recordings outside of Amazon Connect?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Yes. Call recordings are stored in the S3 bucket of your choice enabling access by any user or application with the appropriate permissions.
Are call recordings encrypted?
Call Recording and Manager Listen In
Amazon Connect | Customer Engagement
Encryption is enabled by default for all call recordings using Amazon S3 server-side encryption with KMS. Disabling encryption is not recommended.
