Frequently asked questions about Connect Customer screen recording capabilities

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/faq-screenrecording.html

Published

unknown

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

AWS documentation terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• By default an Amazon Connect screen recording carries unredacted call audio. in context
• Amazon Connect rule-based redaction masks whole browser or application windows that match URL or window-title rules and cannot redact a single form field. in context
• Amazon Connect rule-based redaction never pauses screen capture; it masks matching windows only in a separate redacted copy after the contact, and the unredacted recording is kept in the same S3 bucket. in context
• Amazon Connect rule-based redaction applies only to screen video and does not redact audio; audio redaction needs conversational analytics sensitive data redaction. in context
• Amazon Connect screen recording keeps recording when the agent puts the customer on hold. in context
• AWS states that Amazon Connect, including screen recording, is PCI DSS compliant, but the customer is responsible for deciding whether its own implementation meets its compliance requirements. in context

Cite this source record

APA

WarmTransfer. (2026, September 30). Frequently asked questions about Connect Customer screen recording capabilities. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-screen-recording-faq

BibTeX

@misc{warmtransfer-aws-connect-screen-recording-faq,
  title  = {Frequently asked questions about Connect Customer screen recording capabilities},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-screen-recording-faq},
  note   = {Amazon Web Services, accessed 2026-09-30}
}