AWS connect documentation change
Summary
Added comprehensive FAQ section about rule-based redaction including storage, limitations, browser support, and integration with other features
Security assessment
The new FAQ documents security controls for sensitive data redaction in screen recordings, including details about storage separation and auditing. Explains security features but doesn't indicate a specific vulnerability fix.
Diff
diff --git a/connect/latest/adminguide/faq-screenrecording.md b/connect/latest/adminguide/faq-screenrecording.md index 514a9a404..29a069fcf 100644 --- a//connect/latest/adminguide/faq-screenrecording.md +++ b//connect/latest/adminguide/faq-screenrecording.md @@ -7 +7 @@ -General specificationsConfigurationPerformance +General specificationsConfigurationPerformanceRule-based redaction FAQ @@ -20,0 +21,2 @@ This topic provides frequently asked questions about using Connect Customer scre + * Rule-based redaction FAQ + @@ -129 +131 @@ Screen recording uses OpenH264 codec. -No, today only the unredacted audio gets used for screen recording. +By default, the screen recording uses the unredacted audio. If you enable [rule-based redaction](./rule-based-redaction-screen-recording.html) for the contact, the redacted screen recording is stitched with the redacted call recording when Contact Lens call recording redaction is also enabled for the contact, and has no audio otherwise. The unredacted screen recording continues to use the unredacted audio. @@ -162,0 +165,55 @@ Screen recording in general is a CPU intensive application and hence CPU use inc +## Rule-based redaction FAQ + + * **Do I need to replace my existing screen recording setup to use rule-based redaction?** + +No. [Rule-based redaction for screen recordings](./rule-based-redaction-screen-recording.html) is an extension of Connect Customer agent screen recording. You enable it on a per-contact basis through a contact flow. + + * **Does rule-based redaction affect storage costs?** + +Connect Customer stores both the unredacted and redacted recordings in your Amazon S3 bucket. You pay standard Amazon S3 storage rates for both files. If you do not need to retain the unredacted originals, you can use an Amazon S3 lifecycle policy to expire them on a shorter schedule than the redacted versions. + + * **Is there an additional charge for rule-based redaction?** + +Rule-based redaction is included with Connect Customer agent screen recording at no additional charge. Standard recording and storage rates apply. + + * **Can I redact only part of a page, such as a single form field?** + +No. Rule-based redaction masks entire browser or application windows that match a rule. Field-level redaction is not supported. + + * **Does rule-based redaction work in Citrix or other virtual desktop environments?** + +Yes, provided that the Connect Customer Client Application and the Connect Customer browser extension are installed in the virtual desktop session. Performance depends on the virtual desktop configuration. + + * **What happens if an agent opens a matching URL in a private browsing window or an unsupported browser?** + +Private browsing windows are reported by the Connect Customer browser extension the same as regular windows and are redacted according to your URL rules. Browsers other than Google Chrome, Microsoft Edge, and Mozilla Firefox do not report URLs to the Connect Customer Client Application, so URL rules cannot match pages in those browsers. To cover those cases, add window title rules that match on the browser's window title, or use group policy to restrict agents to Chrome, Edge, or Firefox during recorded contacts. + + * **Does rule-based redaction apply to call recordings?** + +Rule-based redaction applies only to agent screen recordings. It does not redact audio. When rule-based redaction is enabled for a contact, Connect Customer stitches the redacted video with the redacted call recording if Contact Lens call recording redaction is also enabled for the contact, and with no audio otherwise. To redact audio from call recordings, see [Use sensitive data redaction with Contact Lens](https://docs.aws.amazon.com/connect/latest/adminguide/sensitive-data-redaction.html). + + * **Can I change the redaction rule during an active contact?** + +No. The redaction configuration is fixed for the duration of a contact. + + * **Can I preview a redacted recording before the contact ends?** + +No. Redaction is applied when the recording is assembled after the contact ends. + + * **Where are redacted recordings stored?** + +Redacted recordings are stored in the same Amazon S3 bucket as unredacted recordings, under a separate prefix: + + s3://your-bucket/Analysis/ScreenRecordings/Redacted/year/month/day/contact-id_screen_recording_redacted_UTC-timestamp.mp4 + + * **How can I audit whether a specific contact was recorded with redaction enabled?** + +The flow that applied the redaction configuration is captured in the contact record. For information about accessing contact records, see [Contact records data model](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html). + + * **Can I use rule-based redaction with the SuspendContactRecording and ResumeContactRecording APIs?** + +Yes. You can use the [SuspendContactRecording](https://docs.aws.amazon.com/connect/latest/APIReference/API_SuspendContactRecording.html) and [ResumeContactRecording](https://docs.aws.amazon.com/connect/latest/APIReference/API_ResumeContactRecording.html) APIs for screen recording in conjunction with rule-based redaction. + + + +