AWS connect documentation change
Summary
Corrected version number format for Client Application (2.xxxx → 2.0.0) and regional availability (US-West → US GovCloud)
Security assessment
Version number clarification and regional naming updates are administrative changes without security implications.
Diff
diff --git a/connect/latest/adminguide/faq-screenrecording.md b/connect/latest/adminguide/faq-screenrecording.md index e9c0e771a..5dda9ffe1 100644 --- a//connect/latest/adminguide/faq-screenrecording.md +++ b//connect/latest/adminguide/faq-screenrecording.md @@ -4,0 +5,2 @@ +General specificationsConfigurationPerformance + @@ -8,0 +11,2 @@ This topic provides frequently asked questions about using Amazon Connect screen +## General specifications + @@ -27 +31 @@ You can locate the logs in `C:\ProgramData\Amazon\Amazon.Connect.Client\Logs`. I -Yes, the Amazon Connect Client Service records the all the open applications on the agent's monitor, up to three monitors. +Yes, the Amazon Connect Client Service records all the open applications on the agent's monitor, up to three monitors. @@ -31 +35 @@ Yes, the Amazon Connect Client Service records the all the open applications on -Yes, screen recording supports concurrent user sessions on Windows when using Amazon Connect Client Application version 2.xxxx or later. +Yes, screen recording supports concurrent user sessions on Windows when using Amazon Connect Client Application version 2.0.0 or later. @@ -39 +43 @@ The screen recordings are delivered to your Amazon S3 bucket and encrypted using -The download link is on the [Amazon Connect Client Application](./amazon-connect-client-app.html) page. +You can download the latest client from the [Amazon Connect Client Application](./amazon-connect-client-app.html) page. @@ -45,4 +48,0 @@ To be notified when there is an update to the Amazon Connect Client Application, - * **How are the recordings viewed?** - -Supervisors can view the screen recordings in the contact detail page, provided they have the necessary permissions enabled in their security profiles. - @@ -53,4 +52,0 @@ The Amazon Connect Client Application communicates with the CCP through a local - * **What are the bandwidth requirements for screen recording?** - -We recommend 500kbps per concurrent contact with screen recording enabled. - @@ -71 +67 @@ You can use the [Distribute by percentage](./distribute-by-percentage.html) bloc -Screen recording is Payment Card Industry Data Security Standard (PCI) compliant. +Amazon Connect, including the screen recording capability, is compliant with the Payment Card Industry Data Security Standard (PCI DSS). However, you are responsible for determining whether your specific implementation meets your compliance requirements. @@ -87 +83 @@ To ensure smooth screen recording functionality, add to your allowlist the IP ad -Screen recording is available in AWS GovCloud (US-West) and all AWS commercial Regions where Amazon Connect is available. However, your use of screen recording may be subject to compliance with privacy and other laws. Please consult your compliance team before enabling this capability for your agents. +Screen recording is available in AWS GovCloud (US) and all AWS commercial Regions where Amazon Connect is available. However, your use of screen recording may be subject to compliance with privacy and other laws. Please consult your compliance team before enabling this capability for your agents. @@ -100,0 +97,70 @@ If the browser is closed at the beginning of contact before any screen capture d + * **Does screen recording STOP when an agent places a customer on hold?** + +No, the screen recording continues recording when an agent places a customer on hold. + + + + +## Configuration + + * **Can I opt only for screen recording and not for call recording?** + +Yes, you can enable screen recording without call recording for a voice call. To do so, disable voice recording in the [Set recording and analytics behavior](./set-recording-behavior.html) block while keeping the screen recording enabled. + + * **How do I find the Amazon S3 location of the screen recording?** + +You can find the screen recording location in the [](./ctr-data-model.html#ctr-RecordingsInfo) section of the contact record. See the **Location** field. + + * **How do I enable screen recording for a percentage of my contacts?** + +You can use the [Distribute by percentage](./distribute-by-percentage.html) block in the flow to enable a percentage of contacts for screen recording. + + * **What is the average size of a screen recording file per minute in S3?** + +The average size of screen recording is 1.5MB/minute. This size can vary depending on factors like video encoding etc. + + * **What is the frame rate for screen recording and is this configurable?** + +The screen is recorded at 5 frames per second and this is not configurable. + + * **What codec is used for screen recording?** + +Screen recording uses OpenH264 codec. + + * **Is there a way to choose which audio (redacted or unredacted) gets used for screen recording?** + +No, today only the unredacted audio gets used for screen recording. + + * **Is there a service limit for screen recording?** + +No, there is no service limit or quota for screen recording service. + + * **Is there a maximum duration for screen recording?** + +No, the screen recording solution imposes no maximum duration for a recording. + + * **How many agent monitors can be recorded?** + +Screen recording can record up to 3 screens/monitors. + + * **What port is used for screen recording?** + +The Amazon Connect Client Application communicates with the Contact Control Panel through a local websocket on port 5431. + + * **Can I configure my call/screen recording storage S3 bucket to enable bucket level encryption with a KMS key that is different from the KMS key used as part of instance data storage configuration?** + +No, the same key should be used at bucket level and also as part of instance data storage configuration. + + + + +## Performance + + * **What are the bandwidth requirements for screen recording?** + +We recommend 500kbps per concurrent contact with screen recording enabled. + + * **Why do I see higher CPU usage after installing screen recording client application on my windows machine?** + +Screen recording in general is a CPU intensive application and hence CPU utilization increase is expected. We recommend ensuring you provide sufficient resources as documented in [Workstation requirements](./amazon-connect-client-app.html#client-app-workstation-requirements) to avoid any resource contention issues. +