1. What operating systems are supported for screen recording?
Amazon Connect supports Windows 10 and Windows 11 based on the x86 architecture.
2. What file format is used for screen recordings?
Screen recordings are saved in MP4 format.
3. Which channels in Amazon Connect support screen recording?
Screen recording works for voice, chat, and task contacts.
4. Where can I find the logs for the Amazon Connect Client Application?
Logs are located in:
C:\ProgramData\Amazon\Amazon.Connect.Client\Logs- For version 2.xxx or later, also check
%USERPROFILE%\AppData\Local\Amazon\Amazon.Connect.Client.RecordingSession\Logs.
5. Does screen recording capture everything on the agent’s monitor?
Yes, it records all open applications on the agent’s monitor(s), up to three monitors.
6. Can I use screen recording in Virtual Desktop Infrastructure (VDI) environments?
Yes, it supports concurrent user sessions in VDI environments with version 2.xxx or later.
7. Where are screen recordings stored?
Recordings are stored in your Amazon S3 bucket and encrypted using the KMS key you specify.
8. How can I download the latest version of the Amazon Connect Client Application?
You can download it from the Amazon Connect Client Application page.
9. How can I stay updated about new releases of the client application?
Subscribe to the RSS feed in the Amazon Connect Administrator Guide for notifications.
10. How can supervisors view screen recordings?
Supervisors can view recordings on the Contact Detail Page, as long as they have the correct permissions.
11. What port does the Amazon Connect Client Application use for screen recording?
It uses port 5431 for local WebSocket communication.
12. What is the recommended bandwidth for screen recording?
We recommend 500kbps per concurrent contact.
13. Can I enable screen recording without enabling call recording?
Yes, you can enable screen recording without call recording for voice calls.
14. How do I find the S3 location of a screen recording?
The recording location is listed in the RecordingsInfo section of the contact record under the Location field.
15. Can I record screens for only a percentage of contacts?
Yes, use the Distribute by percentage block in the flow to enable this feature.
16. Is screen recording PCI compliant?
Yes, screen recording is PCI compliant.
17. Does screen recording work with custom CCP and agent desktops?
Yes, it works with custom solutions built using the Amazon Connect Streams JS library.
18. Do I need to update my firewall settings for screen recording?
Yes, add the Amazon S3 IP addresses for your AWS Region to the firewall allowlist.
19. Can I use screen recording in all AWS Regions?
Yes, screen recording is available in all AWS Regions where Amazon Connect is supported. Ensure compliance with local laws before using.
20. Are agents notified when screen recording is active?
No, agents are not notified by default. You can customize notifications using the Amazon Connect Streams JS library.
21. What happens if the agent closes their browser during a contact?
If closed early, the recording may not upload. If closed after the contact ends, the recording uploads when the agent logs back into CCP.
22. Can screen recording be used for training purposes?
Yes, recordings can be reviewed for agent training and quality improvement.
23. How secure are screen recordings?
Recordings are encrypted in Amazon S3 using the KMS key you specify.
24. Is screen recording automatic for all contacts?
No, you can configure screen recording for all or only a percentage of contacts.
25. What happens if an agent uses multiple monitors?
Screen recording captures all active applications across up to three monitors.
26. What happens to recordings if an agent disconnects unexpectedly?
Recordings will upload to Amazon S3 when the agent reconnects to CCP.
27. Can supervisors search for specific screen recordings?
Yes, recordings can be found via the Contact Detail Page in Amazon Connect.
28. How are recordings stored in Amazon S3?
Screen recordings are stored as MP4 files and are encrypted.
29. Does screen recording affect network performance?
Screen recording requires 500kbps per concurrent contact, so sufficient bandwidth is recommended.
30. Can I view screen recordings on mobile devices?
No, screen recordings are intended for viewing on supervisor dashboards or desktops.
31. Is there a limit on how many screen recordings I can store?
The limit depends on your Amazon S3 bucket storage and configuration.
32. Can I download screen recordings?
Yes, recordings stored in Amazon S3 can be downloaded if you have the correct permissions.
33. How do I check if screen recording is enabled for a contact?
The contact record will show whether screen recording was enabled.
34. Can I use third-party applications with screen recording?
Yes, but compatibility testing is recommended for third-party tools.
35. Is the agent’s webcam recorded?
No, only the screen is recorded, not the webcam.
36. Does screen recording support Macs?
No, currently only Windows-based systems are supported.
37. How do I disable screen recording for certain contacts?
You can use flow logic to exclude specific contacts from screen recording.
38. Can recordings be shared with external stakeholders?
Yes, recordings can be shared, but ensure proper compliance with data security and privacy regulations.
39. Does Amazon Connect provide analytics on screen recordings?
No, analytics are not directly available for screen recordings.
40. How is data uploaded to S3 during a recording?
Data is uploaded periodically in encrypted chunks during the session.
41. Does screen recording work offline?
No, an active internet connection is required for screen recording.
42. Are multiple recordings created if a contact is transferred?
Yes, new recordings are generated for each leg of a transferred contact.
43. Can I see screen recordings alongside call recordings?
Yes, both can be accessed from the Contact Detail Page.
44. Is there an additional cost for screen recording?
Screen recording costs are based on Amazon S3 storage and data transfer fees.
45. How do I enable screen recording for my organization?
Enable it through Amazon Connect’s administrator settings and flows.
46. What are the minimum hardware requirements for agents?
Agents’ systems should meet Windows 10/11 requirements with sufficient memory and bandwidth.
47. Can I restrict supervisors from accessing screen recordings?
Yes, access permissions can be configured in security profiles.
48. Does Amazon Connect screen recording work with dual monitors?
Yes, it supports recording across up to three monitors.
49. Can I use custom encryption keys for recordings?
Yes, you can specify custom KMS keys for encryption.
50. Is screen recording GDPR compliant?
Yes, but ensure your usage aligns with GDPR and other relevant privacy laws.