AWS connect high security documentation change
Summary
Added documentation for viewing redacted screen recordings, updated permissions section to include new redaction-related permissions, and clarified audio handling with rule-based redaction.
Security assessment
The change introduces rule-based redaction for screen recordings, which masks sensitive information in browser/application windows. It addresses a security issue where screen recordings previously merged with unredacted audio, potentially exposing sensitive data. New permissions ('Screen recording (redacted) - Access' and 'Screen recording (redacted) - Enable download button') explicitly control access to redacted content.
Diff
diff --git a/connect/latest/adminguide/review-screen-recordings.md b/connect/latest/adminguide/review-screen-recordings.md index 22f366a2b..a1e732d32 100644 --- a//connect/latest/adminguide/review-screen-recordings.md +++ b//connect/latest/adminguide/review-screen-recordings.md @@ -7 +7 @@ -Step 1: Assign permissionsStep 2: Review screen recordingsWatch in Picture-in-picture mode +Step 1: Assign permissionsStep 2: Review screen recordingsWatch in Picture-in-picture modeView a redacted screen recording @@ -26,0 +27,2 @@ Screen recordings are only available for Completed contacts. + * View a redacted screen recording + @@ -32 +34 @@ Screen recordings are only available for Completed contacts. -To allow users to review screen recordings, assign the following **Analytics and optimization** security profile permission: +To allow users to review screen recordings, assign the following **Recordings and Transcripts** security profile permission: @@ -38 +40,3 @@ To allow users to review screen recordings, assign the following **Analytics and -Screen recording merges the screen recording video with the unredacted call recording file. If users have permission to view screen recordings, they can listen to the unredacted audio. +If rule-based redaction is not enabled, screen recording merges the screen recording video with the unredacted call recording file. If users have permission to view screen recordings, they can listen to the unredacted audio. + +To overcome this, you can enable [rule-based redaction](./rule-based-redaction-screen-recording.html) which merges the screen recording video with the redacted call recording (if enabled). You will have to update the permissions to choose which users get access to redacted and unredacted screen recording. @@ -41,0 +46,4 @@ Screen recording merges the screen recording video with the unredacted call reco + * **Screen recording (redacted) - Access** : Allows a user, such as a supervisor or Quality Assurance team member, to open the **Contact details** page media player and view redacted screen recordings produced by [rule-based redaction](./rule-based-redaction-screen-recording.html). + + * **Screen recording (redacted) - Enable download button** : Allows a user to view a download button on the **Contact details** page to download redacted screen recordings. Requires the **Screen recording (redacted) - Access** permission. + @@ -96,0 +105,23 @@ You may want to move the video elsewhere on your monitor while you watch it. For +## View a redacted screen recording + +If a contact was recorded with [Rule-based redaction for screen recordings](./rule-based-redaction-screen-recording.html) enabled, a separate redacted version of the recording is available. In a redacted recording, browser windows and application windows that match a redaction rule are masked, while the rest of the agent's screen is unchanged. + +The **Contact details** page automatically determines which version to display based on your security profile permissions and whether redaction was enabled for the contact. There is no manual toggle. If you have both the redacted and unredacted access permissions and redaction was enabled for the contact, the page plays the redacted version. + +To view a redacted recording: + + 1. Open the Connect Customer admin website. On the navigation menu, choose **Analytics and optimization** , then **Contact search**. + + 2. Search for the contact whose recording you want to review. + + 3. Open the contact detail page. + + 4. In the **Recordings** section, choose **Screen recording**. + + + + +For information about the permissions that control access to redacted and unredacted recordings, see [Permissions for redacted recordings](./rule-based-redaction-screen-recording.html#permissions-for-redacted-recordings). + +The audio in a redacted recording depends on whether Contact Lens call recording redaction is also enabled for the contact. If it is, the redacted video is stitched with the redacted call recording. If not, the redacted video has no audio. 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). + @@ -105 +136 @@ Enable screen recording -Download log files for the screen recording app +Rule-based redaction for screen recordings