See also

Sources

1. 1
   Amazon Connect records screens at a fixed, non-configurable 5 frames per second using the OpenH264 codec.

   Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > What is the frame rate ...; What codec is used for screen recording? · Checked 2026-10-02
2. 2
   AWS recommends 500 Kbps for Amazon Connect screen recording regardless of concurrent contacts, within a 600 Kbps total workstation figure.

   Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Performance > What are the bandwidth requirements for screen recording? · Checked 2026-10-02
3. 3
   If an agent closes the browser right after an Amazon Connect contact ends before the final capture uploads, the screen recording is published at the agent's next CCP login; closing it at the very start of a contact may mean the recording is never published.

   Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > What happens if an agent closes the browser during a contact · Checked 2026-10-02
4. 4
   From Chrome 147 and Edge 147, Local Network Access restrictions block the CCP-to-client websocket, and Amazon Connect requires deploying the LoopbackNetworkAllowedForUrls enterprise policy (e.g. [*.]my.connect.aws) or screen recordings fail.

   System and network requirements for screen recording in Connect Customer · Browser enterprise policy for local network access > Google Chrome and Microsoft Edge · Checked 2026-10-02
5. 5
   Amazon Connect screen recording keeps recording when the agent places the customer on hold.

   Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Does screen recording STOP when an agent places a customer on hold? · Checked 2026-10-02
6. 6
   Amazon Connect screen recording is enabled per instance under Data storage > Screen recordings by choosing a new or existing S3 bucket and optionally a KMS key; Global Resiliency replicas need it enabled separately.

   Enable screen recording for your Connect Customer instance · Step 1: Enable screen recording for your instance · Checked 2026-10-02
7. 7
   Amazon Connect gives an average screen recording size of 1.5 MB per minute in S3, varying with video encoding.

   Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > What is the average size of a screen recording file per minute in S3? · Checked 2026-10-02
8. 8
   From Firefox 154, Amazon Connect screen recording requires the LocalNetworkAccess enterprise policy with 127.0.0.1 in SkipDomains, which AWS notes permits loopback access from any site.

   System and network requirements for screen recording in Connect Customer · Browser enterprise policy for local network access > Mozilla Firefox · Checked 2026-10-02
9. 9
   Amazon Connect starts screen recording per contact by setting Screen Recording to On in a Set recording and analytics behavior block placed right after the flow's entry point, in every flow to be recorded.

   Enable screen recording for your Connect Customer instance · Step 3: Configure the Set recording and analytics behavior block · Checked 2026-10-02
10. 10
    The Amazon Connect client application talks to the Contact Control Panel over a local websocket on port 5431 on Windows and 35431 on ChromeOS.

    System and network requirements for screen recording in Connect Customer · Network requirements > Port used for screen recording · Checked 2026-10-02
11. 11
    Amazon Connect lists minimum agent-device requirements for screen recording of a 2.0 GHz CPU (4 cores or 4 vCPU recommended), 4 GB memory and 600 Kbps network, with additional headroom needed for the OS and other applications.

    System and network requirements for screen recording in Connect Customer · System requirements · Checked 2026-10-02
12. 12
    Amazon Connect saves screen recordings as MP4 files.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > What is the file format of screen recordings? · Checked 2026-10-02
13. 13
    Amazon Connect screen recording is not supported when an agent is logged into multiple CCP instances at the same time, in the same or different browsers.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Is screen recording supported when Agents are logged into multiple CCP instances? · Checked 2026-10-02
14. 14
    Amazon Connect does not notify agents by default that a contact is being screen-recorded; an indicator has to be built with the Streams JS library.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Are agents alerted when screen recording is enabled for a contact? · Checked 2026-10-02
15. 15
    Amazon Connect imposes no service quota on screen recording and no maximum recording duration.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > Is there a service limit ...; Is there a maximum duration ... · Checked 2026-10-02
16. 16
    AWS states Amazon Connect including screen recording is PCI DSS compliant but that the customer is responsible for determining whether its own implementation meets its compliance requirements.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Is screen recording PCI compliant? · Checked 2026-10-02
17. 17
    An Amazon Connect redacted screen recording carries audio only if conversational analytics call recording redaction is also enabled for the contact; otherwise it has no audio.

    Frequently asked questions about Connect Customer screen recording capabilities · Rule-based redaction FAQ > Configuration > Does rule-based redaction require conversational analytics? · Checked 2026-10-02
18. 18
    With Amazon Connect rule-based redaction the screen is captured continuously and masking is applied after the contact ends, so the unredacted recording is still stored in S3 beside the redacted copy.

    Frequently asked questions about Connect Customer screen recording capabilities · Rule-based redaction FAQ > Does rule-based redaction pause or stop the recording; Does rule-based redaction affect storage costs? · Checked 2026-10-02
19. 19
    Amazon Connect rule-based screen redaction requires client application 3.0.2 or later, browser extension 2.1.0 or later, and Chrome, Edge or Firefox 120 or later.

    System and network requirements for screen recording in Connect Customer · Requirements for rule-based redaction · Checked 2026-10-02
20. 20
    Amazon Connect rule-based redaction masks whole browser or application windows matched by URL or window-title rules; field-level redaction is not supported and no AI or ML is used.

    Frequently asked questions about Connect Customer screen recording capabilities · Rule-based redaction FAQ > General specifications > Can I redact only part of a page; Does rule-based redaction use artificial intelligence · Checked 2026-10-02
21. 21
    Amazon Connect delivers screen recordings to the customer's own S3 bucket encrypted with the customer-specified KMS key, and the bucket-level key must match the key in instance data storage configuration.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Where are the screen recording files stored; Configuration > Can I configure ... a KMS key that is different · Checked 2026-10-02
22. 22
    Amazon Connect writes screen recordings under the configured prefix (console default connect/<instance-alias>/ScreenRecordings) as year/month/day/<contact-id>_<UTC-timestamp>.mp4, and the contact record RecordingsInfo Location field points to it.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > Where are screen recordings stored? and How do I find the Amazon S3 location · Checked 2026-10-02
23. 23
    Amazon Connect can screen-record a voice contact without recording the call audio, by disabling voice recording in the Set recording and analytics behavior block while leaving screen recording on.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > Can I opt only for screen recording and not for call recording? · Checked 2026-10-02
24. 24
    Amazon Connect screen recording works for voice, chat and task contacts but not for email contacts.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Which Connect Customer channels are supported? · Checked 2026-10-02
25. 25
    Amazon Connect screen recording supports 64-bit Windows 10 and 11 on x86-64 and ChromeOS version 140 or higher enrolled in a Google Enterprise Domain; macOS is not listed.

    System and network requirements for screen recording in Connect Customer · System requirements > Supported operating systems · Checked 2026-10-02
26. 26
    AWS suggests the SuspendContactRecording and ResumeContactRecording APIs to keep sensitive information out of Amazon Connect screen recordings.

    Enable screen recording for your Connect Customer instance · Configuration tips (third bullet) · Checked 2026-10-02
27. 27
    Amazon Connect screen recording can record up to 3 monitors.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > Configuration > How many agent monitors can be recorded? · Checked 2026-10-02
28. 28
    Amazon Connect screen recording supports concurrent Windows user sessions in VDI from client application version 2.0.0.

    Frequently asked questions about Connect Customer screen recording capabilities · Screen recording FAQ > General specifications > Does screen recording support concurrent user sessions on Windows using VDI environments? · Checked 2026-10-02
29. 29
    Genesys Cloud has a system limit of 2000 concurrent screen recording sessions, and a multi-monitor recording counts as one session.

    Multi-monitor screen recording · Session and concurrency limits · Checked 2026-10-02
30. 30
    Genesys Cloud records screens only during ACD interactions (and, if the policy says so, after-call work); non-ACD interactions cannot be screen-recorded.

    Create a policy · Actions > Initiate screen recording · Checked 2026-10-02
31. 31
    Agents cannot turn off Genesys Cloud screen recording when using the desktop app or GCBA.

    Screen recording overview · Screen recording behaviour · Checked 2026-10-02
32. 32
    Genesys Cloud puts a single screen recording or screen monitoring stream at about 150-250 kbps, multiplied by the number of monitors and doubled when the same agent is recorded and monitored at once.

    Screen recording FAQs · FAQ: bandwidth for screen recording · Checked 2026-10-02
33. 33
    Genesys Cloud captures agent screens through the Genesys Cloud desktop app, the web app with Genesys Cloud Background Assistant (GCBA), or ChromeOS with the Genesys Cloud Media Helper Isolated Web App.

    Screen recording overview · Requirements · Checked 2026-10-02
34. 34
    In a Genesys Cloud consult transfer the primary agent's screen is recorded if a policy applies to them, and the consulted agent's screen only if a policy applies to that agent.

    Screen recording FAQs · FAQ: Is the agent's screen recorded during a consult transfer? · Checked 2026-10-02
35. 35
    Genesys made screen recording available to Genesys Cloud CX 1 users on December 6, 2023, without adding screen recording permissions to roles automatically.

    Screen recording policy changes for Genesys Cloud CX 1 users · Announcement and effective dates · Checked 2026-10-02
36. 36
    Genesys Cloud estimates screen recording file size at 3 MB to 18 MB per 15 minutes, depending on monitor resolution and on-screen movement.

    Screen recording FAQs · FAQ: screen recording file size · Checked 2026-10-02
37. 37
    Genesys Cloud can record up to four monitors at 4k resolution during an ACD interaction, using the desktop app or GCBA, and multi-monitor recording is not supported on Windows 7.

    Multi-monitor screen recording · Overview; Requirements · Checked 2026-10-02
38. 38
    The Genesys Cloud Background Assistant overview describes GCBA as a Windows-only background service and states it is incompatible with VDI environments and with custom platform API or SDK integrations.disputed

    Genesys Cloud Background Assistant (GCBA) overview · Limitations · Checked 2026-10-02
39. 39
    On macOS, the Genesys Cloud desktop app needs the operating-system screen recording permission granted before screens can be captured.

    Screen recording overview · Requirements > Mac · Checked 2026-10-02
40. 40
    Genesys Cloud caps a screen recording at 9 hours and after-call-work screen recording at 60 minutes.

    Screen recording overview · Limitations · Checked 2026-10-02
41. 41
    A Genesys Cloud agent must hold the Recording > ScreenRecording > Participate permission for their screen to be recorded.

    Screen recording overview · Requirements (permissions) · Checked 2026-10-02
42. 42
    A Genesys Cloud recording policy can archive screen recordings or set a delete date, with screen recordings kept for at most 365 days.

    Create a policy · Actions > screen recording retention · Checked 2026-10-02
43. 43
    Genesys Cloud screen recording pauses automatically when secure pause is active.

    Screen recording overview · Screen recording behaviour / secure pause note · Checked 2026-10-02
44. 44
    The Genesys Cloud screen recording overview says screen recording works in VDI when the desktop app or browser with GCBA runs in the same virtual desktop session, and that GCBA must not be installed on the endpoint when the browser runs in VDI.disputed

    Screen recording overview · Requirements > VDI · Checked 2026-10-02
45. 45
    Genesys Cloud screen recordings are WebM files captured at 3 frames per second.

    Screen recording FAQs · FAQ: screen recording format; FAQ: frame rate · Checked 2026-10-02
46. 46
    In NICE CXone an agent must have the Can be Recorded (Screen) attribute set under Admin > Employees for screen recording or screen monitoring.

    ScreenAgent for Windows · Prerequisites · Checked 2026-10-02
47. 47
    NICE CXone ScreenAgent for Mac supports macOS 10.15 Catalina and later, records up to three screens, and needs the macOS screen recording permission granted manually after install.

    ScreenAgent for Mac · Prerequisites; Install Advanced ScreenAgent for Mac · Checked 2026-10-02
48. 48
    NICE CXone screen recording requires ScreenAgent for Windows 3.0.22 or later or ScreenAgent for Mac 3.0.1 or later, and the Windows agent needs Microsoft .NET 4 or higher.

    ScreenAgent for Windows · Prerequisites · Checked 2026-10-02
49. 49
    NICE CXone ScreenAgent needs TCP 443 for recording and monitoring APIs, UDP 443 or 3478 to the screen monitoring TURN server, and localhost port 31322 except when OS Login is used.

    ScreenAgent for Windows · Network requirements / ports · Checked 2026-10-02
50. 50
    NICE CXone ScreenAgent for Windows supports VMware Horizon, Citrix Virtual Desktops, on-premises Citrix Virtual Apps, and non-persistent or multi-session VDI; Citrix Virtual Apps needs Virtual IP Loopback with ScreenAgent.exe and Chrome.exe listed.

    ScreenAgent for Windows · Virtual environments · Checked 2026-10-02
51. 51
    PCI SSC FAQ 1210 says Requirement 3.3.1 forbids keeping sensitive authentication data after authorization in any form, including digital audio recordings, so it should be suppressed at capture or securely deleted.

    FAQ 1210: Are audio/voice recordings permitted to contain sensitive authentication data? · FAQ 1210 answer · Checked 2026-10-02
52. 52
    Because Requirement 3.3.1 as described in FAQ 1210 applies to SAD in any form, a screen recording that shows a card security code typed or displayed on the agent desktop is likely subject to the same no-storage rule, though the FAQ does not mention screen recordings.inferred

    FAQ 1210: Are audio/voice recordings permitted to contain sensitive authentication data? · FAQ 1210 answer (inference beyond its audio-only scope) · Checked 2026-10-02
53. 53
    Cisco lists screen recording, capturing agent screen activity alongside audio for evaluations, as a feature of the Basic QM offering on Webex WFO for Webex Contact Center as well as the full QM package.

    Basic WFM and QM Offerings on Webex WFO (Webex Contact Center) · Basic QM feature comparison table (Screen recording row) · Checked 2026-10-02
54. 54
    Webex WFO Pause and Resume stops audio and screen recording; for Cisco Webex Contact Center only manual pause/resume is supported, whereas Amazon Connect integrations also support automated desktop-event triggers.

    Webex WFO Pause and Resume - WFO Help Center · Integration support table · Checked 2026-10-02
55. 55
    The Calabrio ONE classic media player shows one monitor at a time from multi-monitor captures, plays back at 1920 x 1088, and multi-monitor recordings are at least twice the size of single-monitor ones.

    Watch the screen capture of a contact in the classic media player · Screen Capture panel overview · Checked 2026-10-02
56. 56
    Calabrio ONE offers Good, Better and Best screen recording quality at about 2.1, 2.8 and 3.3 MB per minute per monitor.

    Configure QM global settings · Screen Recording Quality · Checked 2026-10-02
57. 57
    Cisco's supervisor release notes list 'Webex WFO: Enhanced Live Screen Monitoring' under February 2, 2026, letting supervisors select and focus on individual monitors during live sessions.

    What's new for supervisors in Webex Contact Center · February 2, 2026 > Webex WFO: Enhanced Live Screen Monitoring · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Agent screen recording in contact centers. WarmTransfer. https://warmtransfer.net/knowledge/agent-screen-recording

@misc{warmtransfer-agent-screen-recording,
  title  = {Agent screen recording in contact centers},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/agent-screen-recording},
  note   = {Verified 2026-10-02}
}