How to Enable and Install Amazon Connect Screen Capture v2.0.3 App?

Why Screen Recording Transforms Your Contact Center

Amazon Connect Screen Capture: In today’s experience-driven marketplace, seeing what your agents see is revolutionary. Amazon Connect’s screen recording isn’t just about compliance—it’s a goldmine for quality assurance, dispute resolution, and agent coaching. By capturing agent desktops alongside voice interactions, you gain holistic insights into customer journeys. Ready to deploy? Here’s your battle-tested blueprint.

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Step 1: Enable Screen Recording in Your Instance

*(5 Minutes, Console-Based)*

Critical Pre-Requisite:

Instances created before October 2018 require service-linked role migration.

1. Navigate:

   • AWS Console → Amazon Connect → Select your instance alias → Data Storage → Screen Recordings → Edit.

2. Configure Storage:

   • ✅ Enable Screen Recording

   • Choose:

     • Create new S3 bucket (Recommended for auto-configured permissions)

     • Use existing bucket (Requires S3 policy setup)

   • 🔐 Encryption (Optional but Critical):

     • Enable KMS encryption for data-at-rest security.

3. Save: Hit Save to activate recording infrastructure.

⚠️ Encryption Note: KMS keys encrypt data during processing—not just at rest.

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Step 2: Install the Amazon Connect Client App

(Windows Deployment Guide)

Version Matters:

• GovCloud (US-West)? → Use v2.0.3+

• Windows Multi-Session? → Use v2.0.0+ (Install ONCE per machine)

📦 Installation Methods:

A. Automated Deployment (Enterprise):

msiexec /i Amazon.Connect.Client.Service.Setup.msi 
ALLOWED_CONNECT_DOMAINS="support.yourcompany.my.connect.aws"

Use SCCM, Intune, or your preferred distribution tool.

B. Manual Install (Single Workstation):

1. Download AmazonConnectClientWin-v2.0.3

2. Run .msi → Enter allowed domains (e.g., your-instance.my.connect.aws)

3. Restart workstation post-install.

✅ Domain Allowlist Rules:

• Format: domain1.my.connect.aws,domain2.my.connect.aws

• Max: 500 domains, 256 chars/domain, 128K total chars

• Allowed: Letters, numbers, hyphens (-), periods (.)

• Forbidden: https://, *., wildcards, or special symbols.

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Step 3: Verify Functionality (Post-Install)

For v2.0.0+:

1. Task Manager Checks:

   • Amazon.Connect.Client.Service (Background process)

   • Amazon.Connect.Client.RecordingSession (Active recording session)

2. Log Validation:

   • C:\ProgramData\Amazon\Amazon.Connect.Client.Service\logs:
     → “Checking that services are still running, result : true”

   • %USERPROFILE%\AppData\Local\Amazon\Amazon.Connect.Client.RecordingSession\Logs:
     → “Session initiation completed with result: True”

For v1.xxx: Verify only Amazon.Connect.Client.Service process.

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Step 4: Configure Contact Flows

Non-Negotiable Workflow:

1. Add a Set contact attributes block:

   • Attribute: screenRecording → Value: true (Enables supervisor search)

2. Insert Set recording and analytics behavior:

   • Screen Recording: On

   • Place IMMEDIATELY after call entry in ALL flows using recording.

🚀 Pro Tips:

• Partial Rollouts: Precede with a Distribute by percentage block.

• Pause Sensitive Moments: Use SuspendContactRecording/ResumeContactRecording APIs for PCI/payments.

• Search Optimization: Supervisors can query screenRecording=true in contact search.

Also Check: Auto Delete Amazon Connect Recordings – S3 Lifecycle Rules

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Technical Specs & Requirements

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🔍 FAQ: Your Screen Recording Queries Answered

Q1: Can I use screen recording in AWS GovCloud?
A: Absolutely! Install client app v2.0.3+ for GovCloud (US-West) support.

Q2: How do I limit recording to specific agents?
A: Use the Distribute by percentage block in flows—or deploy the client app only to designated workstations.

Q3: Why aren’t recordings appearing in S3?
A: Check:

• Agent app running (Task Manager)

• Domain allowlist matches instance URL

• Contact flow has Set recording behavior = On

Q4: Can I exclude apps from being recorded?
A: Not currently. The app records all visible screens on up to 3 monitors.

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Final Checklist Before Go-Live

1. ✅ S3 bucket/KMS configured in Data Storage

2. ✅ Client app v2.0.3+ installed with valid allowlist

3. ✅ Set recording and analytics behavior = On in contact flows

4. ✅ Firewall allows port 5431 and critical URLs

5. ✅ Agents trained on recording indicators & pause APIs

Empower supervisors, elevate quality, and turn insights into action—all through the lens of Amazon Connect screen recording. 🚀

Source: Aws