Assign permissions to review past contact center conversations in Amazon Connect
To access recordings and transcripts on the Amazon Connect admin website, you need security profile permissions to search for and view contacts on the Contact search page. You also need permissions to access:
Recordings and transcripts of agent interactions
Automated interactions (IVR) recordings
Automated interactions (IVR) transcripts
This topic explains the required security profile permissions.
Contents
Permissions to search and view contacts
Contacts and underlying recordings and transcripts are accessible through the Contact search and Contact details pages. At least one of the following permissions is required to view contacts on Contact search and Contact details pages:
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Contact search - View: Allows a user to access all contacts on Contact search and Contact details pages.
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View my contacts - View: On the Contact search and Contact details pages, allows agents to view only those contacts that they handled.
You can also enable the Restrict contact access permission to restrict access to contacts based on the user's hierarchy. For example:
Agents who are assigned to AgentGroup-1 can only view contact records for contacts handled by agents in that hierarchy group and any groups below them.
Agents assigned to AgentGroup-2 can only access contact records for contacts handled by their group, and any groups below them.
Managers and others who are in higher level groups can view contact records for contacts handled by all the groups below them, such as AgentGroup-1 and 2.
For more information, see Manage who can search for contacts and access detailed information.
Permissions to access recordings and transcripts of agent interactions
Complete the following steps to assign permissions to access agent interactions for voice, chat and email channels.
Note
For chat interactions, the same transcript contains the agent interaction and the automated interaction (for example, with chat bots).
Assign the CallCenterManager security profile so a user can listen to call recordings or review chat transcripts. This security profile also includes a setting that makes the icon to download recordings appear in the results of the Contact search page. The following image shows the recording play, download, and delete icons that are displayed to a user who has these permissions.
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Assign the following individual permissions:
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Call recordings (redacted) - Access: If your organization uses Amazon Connect Contact Lens, you can assign this permission so agents access only those agent call recordings in which sensitive data has been redacted.
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Contact transcripts (redacted) - Access: If your organization uses Amazon Connect Contact Lens, you can assign this permission so agents access only those contact transcripts in which sensitive data has been redacted.
The redaction feature is provided as part of Contact Lens. For more information, see Use sensitive data redaction to protect customer privacy using Contact Lens.
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Manager monitor: This permission allows users to monitor live conversations and listen to recordings.
Tip
Be sure to assign managers to the Agent security profile so they can access the Contact Control Panel (CCP). This enables them can monitor the conversation through the CCP.
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Call recordings (unredacted) - Access: Use this permission to manage who can access recordings on the Contact search and Contact details pages, through corresponding URLs that are generated in S3. From there, these users can delete recordings.
Note the following:
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If users do not have Call recordings (unredacted) - Access permission—or they're not logged in to Amazon Connect—they cannot listen to the call recording or access the URL in S3, even if they know how the URL is formed.
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The Call recordings (unredacted) - Enable download button permission controls only whether the download button appears in the user interface. It does not control access to the recording.
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Contact transcripts (unredacted) - Access: Use this permission to manage who can view unredacted chat and email conversations, and unredacted voice transcripts produced by Contact Lens on the Contact search and Contact details pages.
Note the following:
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If users do not have Call recordings (unredacted) - Access permission—or they're not logged in to Amazon Connect.
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The Call recordings (unredacted) - Enable download button permission controls only whether the download button appears in the user interface. It does not control access to the recording.
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Delete recorded conversations: To enable a user to delete recordings on the Contact search and Contact details pages, choose the Delete permission.
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Automated interaction voice (IVR) recordings (unredacted): Use this permission to grant access to manage and view IVR recordings on the Contact details page.
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Automated interaction voice (IVR) transcripts (unredacted): Use this permission to grant access to transcripts for the above Automated Interaction Voice (IVR) Recordings.
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Permissions to view automated interaction (IVR) recordings and transcripts
Assign the following permissions:
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Automated interaction voice (IVR) recordings (unredacted) - Access: Enables user’s access to the recording of a contact during automated interactions (with IVR, Amazon Lex, or other bots).
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Automated interaction voice (IVR) recordings (unredacted) - Enable Download Button: Controls whether the download button appears next to the IVR recording on the Contact details page within Amazon Connect.
Access automated interaction (IVR) logs and transcripts
Assign the following permissions:
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Automated interaction voice (IVR) transcripts (unredacted) - Access: Enables a user's access to the interaction between the customer, IVR and any bots. They can see the customer's keypad inputs in response to IVR prompts and see the transcript for the interaction with Amazon Lex.
The transcript obfuscates customer inputs entered for the Store customer input flow block. The transcript also obfuscates any slots that are configured to be obfuscated in the Amazon Lex developer guide within Amazon Lex. Users with access to the IVR recording can still listen to the voice customer inputs during Amazon Lex interactions.
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Flow - View and Flow modules - View: Grant users with both of these permissions so they can view flow execution details for voice contacts on the Contact details page. For example, which flow was executed and what was the outcome.
Note
These permissions also grant users with access to the Flows and Flow modules pages on the Amazon Connect admin website.
