Set up and review agent screen recordings in Amazon Connect Contact Lens

To help coach your agents to provide great customer service, you can use the Contact Lens screen recording feature to gain quality management insights. It records the agent's desktop, which helps you identify opportunities to improve performance. This information is also useful for ensuring compliance.

For example, let's assume it takes most agents two minutes to process a refund, but Jane Doe takes four minutes. You can watch a recording of her desktop when she's doing a refund and discover why she is taking longer.

The following diagram shows the high-level components of screen recording. For a sequence diagram that shows the network calls between different components, see Network requirements.