Amazon Connect Contact Lens now provides downloadable screen recordings

Amazon Connect Contact Lens now provides the ability to download screen recordings from the contact details page in the Amazon Connect UI, for customers that use Contact Lens screen recording. With this launch, managers can evaluate contact quality and agent performance via offline reviews, as well as review downloaded screen recordings with agents for coaching. This launch also provides a new permission to manage who can download screen recordings.

This feature is available in all AWS regions where Contact Lens screen recording is offered. To learn more about Amazon Connect Contact Lens, see our website. To learn more about this feature, please visit our help documentation.