Amazon Connect Customer now supports rule based redaction for agent screen recording

Amazon Connect Customer now lets you protect sensitive information in agent screen recordings by defining rules to redact specific applications or URLs. Agent screen recording helps supervisors identify coaching opportunities, such as non-compliance with business processes by allowing them to record agents' on-screen actions during voice calls, chats, and tasks.

With this feature, you can create rules specifying which URLs or applications should be redacted from recorded content. When any rule condition is met, the system automatically redacts the matching content in the post-contact screen recording.

Rule-based redaction is available in all AWS Regions where Amazon Connect is currently offered and is supported on Windows operating systems. To learn more about, please visit the documentation and webpage. For information about pricing, visit the Amazon Connect pricing page.