Amazon Connect can now auto-redact screen recordings by rule!
Hey everyone, it's Shiichan! Today I found an update that answers the classic contact-center worry: "Are we actually hiding the things we don't want on screen?"
AWS What's New
aws.amazon.com
What was announced?
Over on AWS's What's New, Amazon Connect's agent screen recording added rule-based redaction. You define rules like "this URL" or "this app" in advance, and Connect automatically masks those parts inside the recording. It covers recordings captured across voice calls, chats, and tasks.
The story so far
Agent screen recording captures an operator's on-screen actions during a contact so supervisors can spot coaching opportunities, like whether business processes are being followed. It's really handy, but the screen also picks up stuff you'd rather not keep, like payment details or personal data. There wasn't a fine-grained way to hide just those parts.
What changes
Administrators can register specific apps or URLs as redaction targets in a rule, and when a condition is met, that content gets masked automatically in the post-contact screen recording. Since it happens after the contact ends, nobody has to manually black things out later. That cuts the risk of sensitive data slipping into recordings and makes compliance a lot easier.
Dive Deep
The supported OS is Windows. It's available in all AWS Regions where Amazon Connect is currently offered, with no extra regional limits. You can find setup details in the agent screen recording documentation, and pricing on the Amazon Connect pricing page.
Wrap-up
- Amazon Connect's agent screen recording added rule-based redaction by URL or app
- It targets voice, chat, and task recordings, auto-masking contacts that match a rule
- Supported on Windows, available in every Region where Amazon Connect is offered
- A great fit for contact-center ops teams that care about privacy and compliance
