Amazon Connect now offers customers the ability to view status of agent screen recordings in near real time in CloudWatch using Amazon EventBridge. With screen recording, supervisors can identify areas for agent coaching (e.g., non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat and task). Using Amazon EventBridge, customers can see status of each agent screen recording including success/failure, failure codes with description, installed client version, agent web browser version, agent operating system, screen recording start and end times from CloudWatch.
Customers can start using Amazon Connect screen recording status tracking by subscribing to Screen Recording Status Changed event type in Amazon EventBridge event bus.
Screen recording status tracking is available in all the AWS Regions where Amazon Connect is already available. To learn more about screen recording, please visit the documentation and webpage. For information about screen recording pricing, visit the Amazon Connect pricing page.
Categories: general:products/amazon-connect,marketing:marchitecture/business-productivity
Source: Amazon Web Services
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