# Review recorded conversations between agents and customers using Amazon Connect
Managers can review past conversations between agents and customers. To set this up, you need to [set up recording behavior](set-up-recordings.md), assign managers the appropriate permissions, and then show them how to access the recorded conversations.
**When is a conversation recorded?** For detailed information about call recording behavior, see [When, what, and where for contact recordings](about-recording-behavior.md).
**Tip**
When call recording is enabled, the recording is placed in your S3 bucket shortly after the contact is disconnected. Then the recording is available for you to review it using the steps in this article.
You can also access the recording from the customer's [contact record](sample-ctr.md). The recording is available in the contact record, however, only after the contact has left the [After Contact Work (ACW) state](metrics-agent-status.md#agent-status-acw).
**How do I manage access to recordings?** Use the **Call recordings (unredacted)** security profile permission to manage who can listen to recordings, and access the corresponding URLs that are generated in S3. For more information about this permission, see [Assign permissions](assign-permissions-to-review-recordings.md).
## Review recordings and transcripts of past agent conversations
This section covers the steps that a manager takes to review past recordings and transcripts of past agent conversations. For chat contacts, the same transcript contains the agent interaction and the automated interaction (for example, with chat bots).
1. Log in to Amazon Connect with a user account that has that has permissions to access [ the contact search page](contact-search.md#required-permissions-search-contacts) and to [access recordings](assign-permissions-to-review-recordings.md).
1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.
1. Filter the list of contacts by date, agent login, phone number, or other criteria. Choose **Search**.
**Tip**
We recommend using the **Contact ID **filter to [search for recordings](search-recordings.md). This is the best way to ensure you get the right recording for the contact. Many recordings have the same name as the contact ID, but not all.
1. Conversations that were recorded have icons in the **Recording/Transcript** column, as shown in the following image. If you don't have the appropriate permissions, you won't see these icons.
![\[The voice recording icons play, download, and delete on the Contact search results page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-icons.png)
1. To listen to a recording of a voice conversation, or read the transcript of a chat, choose the **Play** icon, as shown in the following image.
![\[The voice recording icons play icon on the Contact search results page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/play-recordings.png)
1. If you choose the play icon for a transcript, it appears, as shown in the following image.
![\[A sample chat transcript.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/sample-chat-transcript.png)
### Pause, rewind, or fast-forward a recording
Use the following steps to pause, rewind, or fast-forward a voice recording.
1. On the **Contact search** results, instead of choosing the **Play** icon, choose the contact ID to open the contact record.
![\[The location of the contact ID that you need to choose.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recordings-contactid.png)
1. On the **Contact record** page, there are more controls to navigate the recording, as shown in the following image.
![\[The contact record page, additional controls to listen to the recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-pause-rewind-fastforward.png)
1. Click or tap to the time you want to investigate.
1. Adjust the playing speed.
1. Play, pause, skip backwards or forwards in 10 second increments.
### Troubleshoot problems pausing, rewinding, or fast-forwarding
If you are unable to pause, rewind or fast-forward recordings on the **Contact search** page, one possible reason could be that your network is blocking HTTP range requests. See [HTTP range requests]( https://developer.mozilla.org/en-US/docs/Web/HTTP/Range_requests) on the MDN Web Docs site. Work with your network administrator to unblock HTTP range requests.
## Review recordings and transcripts of automated voice interactions (with IVR and bots)
IVR recordings and logs enable you to monitor and improve your automated experiences to better resolve the needs of the end-customer and maintain audio and system execution records of the interaction for compliance purposes. To review automated interaction (IVR) recordings and logs:
1. Log in to Amazon Connect with a user account that has permissions to access [the contact search page](contact-search.md#required-permissions-search-contacts) and to [access recordings](assign-permissions-to-review-recordings.md). Note that to view information on flow execution, you would need permissions to view **Flows** and **Flow modules**.
1. On the navigation menu, choose **Analytics and optimization, Contact search**.
1. Search for the contact you want to review, e.g. use can search by contact queues, the name of the initial flow for the contact, or user-defined [custom contact attributes](search-custom-attributes.md).
1. Choose the contact ID to view the **Contact details** page.
1. Under **Recording and Transcript** section, select **Automated Interaction (IVR)** that will contain an audio player that you can use to play the IVR recording, as shown in the following image. In this section you can also see the IVR prompts that were played, customers response to those prompts, as well as transcripts of Amazon Lex interactions.
![\[The location of the contact ID that you need to choose.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recordings-ivr.png)
1. If you only wish to view the details on the customer interaction (without seeing additional details on which flow was executed), you can turn off the **Show flow details** toggle. See image below:
![\[The location of the contact ID that you need to choose.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recordings-ivr-no-detail.png)
**Flow blocks available within the automated interaction logs and transcripts**
You can view the following flow blocks within the Amazon Connect UI on the contact details page;
+ [Get customer input](get-customer-input.md)
+ [Store customer input](store-customer-input.md)
+ [Play prompt](play.md)
+ [Loop prompts](loop-prompts.md)
+ [Lamda functions](invoke-lambda-function-block.md)
# Assign permissions to review past contact center conversations in Amazon Connect
To access recordings and transcripts on the Amazon Connect admin website, you need security profile permissions to search for and view contacts on the **Contact search** page. You also need permissions to access:
+ Recordings and transcripts of agent interactions
+ Automated interactions (IVR) recordings
+ Automated interactions (IVR) transcripts
This topic explains the required security profile permissions.
**Topics**
+ [Permissions to search and view contacts](#assign-permissions-to-search-and-view-contacts)
+ [Permissions to access recordings and transcripts of agent interactions](#assign-permissions-to-access-recordings-transcripts)
+ [Permissions to view automated interaction (IVR) recordings and transcripts](#assign-permissions-to-view-automated-recordings-transcripts)
## Permissions to search and view contacts
Contacts and underlying recordings and transcripts are accessible through the **Contact search** and **Contact details** pages. At least one of the following permissions is required to view contacts on **Contact search** and **Contact details** pages:
+ **Contact search - View**: Allows a user to access all contacts on **Contact search** and **Contact details** pages.
+ **View my contacts - View**: On the **Contact search** and **Contact details** pages, allows agents to view only those contacts that they handled.
You can also enable the **Restrict contact access** permission to restrict access to contacts based on the user's hierarchy. For example:
+ Agents who are assigned to AgentGroup-1 can only view contact records for contacts handled by agents in that hierarchy group and any groups below them.
+ Agents assigned to AgentGroup-2 can only access contact records for contacts handled by their group, and any groups below them.
+ Managers and others who are in higher level groups can view contact records for contacts handled by all the groups below them, such as AgentGroup-1 and 2.
For more information, see [Manage who can search for contacts and access detailed information](contact-search.md#required-permissions-search-contacts).
## Permissions to access recordings and transcripts of agent interactions
Complete the following steps to assign permissions to access agent interactions for voice, chat and email channels.
**Note**
For chat interactions, the same transcript contains the agent interaction and the automated interaction (for example, with chat bots).
1. Assign the **CallCenterManager** security profile so a user can listen to call recordings or review chat transcripts. This security profile also includes a setting that makes the icon to download recordings appear in the results of the **Contact search** page. The following image shows the recording play, download, and delete icons that are displayed to a user who has these permissions.
![\[The Contact search page, showing the options for reviewing recorded conversations.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-permissions-listen-download-delete.png)
– OR –
1. Assign the following individual permissions:
+ **Call recordings (redacted) - Access**: If your organization uses Amazon Connect Contact Lens, you can assign this permission so agents access only those agent call recordings in which sensitive data has been redacted.
+ **Contact transcripts (redacted) - Access**: If your organization uses Amazon Connect Contact Lens, you can assign this permission so agents access only those contact transcripts in which sensitive data has been redacted.
The redaction feature is provided as part of Contact Lens. For more information, see [Use sensitive data redaction to protect customer privacy using Contact Lens](sensitive-data-redaction.md).
+ **Manager monitor**: This permission allows users to monitor live conversations and listen to recordings.
**Tip**
Be sure to assign managers to the **Agent** security profile so they can access the Contact Control Panel (CCP). This enables them can monitor the conversation through the CCP.
+ **Call recordings (unredacted) - Access**: Use this permission to manage who can access recordings on the **Contact search** and **Contact details** pages, through corresponding URLs that are generated in S3. From there, these users can delete recordings.
Note the following:
+ If users do not have **Call recordings (unredacted) - Access** permission—or they're not logged in to Amazon Connect—they cannot listen to the call recording or access the URL in S3, even if they know how the URL is formed.
+ The **Call recordings (unredacted) - Enable download button** permission controls only whether the download button appears in the user interface. It does not control access to the recording.
+ **Contact transcripts (unredacted) - Access**: Use this permission to manage who can view unredacted chat and email conversations, and unredacted voice transcripts produced by Contact Lens on the **Contact search** and **Contact details** pages.
Note the following:
+ If users do not have **Call recordings (unredacted) - Access** permission—or they're not logged in to Amazon Connect.
+ The **Call recordings (unredacted) - Enable download button** permission controls only whether the download button appears in the user interface. It does not control access to the recording.
+ **Delete recorded conversations**: To enable a user to delete recordings on the **Contact search** and **Contact details** pages, choose the **Delete** permission.
+ **Automated interaction voice (IVR) recordings (unredacted)**: Use this permission to grant access to manage and view IVR recordings on the **Contact details** page.
+ **Automated interaction voice (IVR) transcripts (unredacted)**: Use this permission to grant access to transcripts for the above Automated Interaction Voice (IVR) Recordings.
## Permissions to view automated interaction (IVR) recordings and transcripts
Assign the following permissions:
+ **Automated interaction voice (IVR) recordings (unredacted) - Access**: Enables user’s access to the recording of a contact during automated interactions (with IVR, Amazon Lex, or other bots).
+ **Automated interaction voice (IVR) recordings (unredacted) - Enable Download Button**: Controls whether the download button appears next to the IVR recording on the **Contact details** page within Amazon Connect.
### Access automated interaction (IVR) logs and transcripts
Assign the following permissions:
+ **Automated interaction voice (IVR) transcripts (unredacted) - Access**: Enables a user's access to the interaction between the customer, IVR and any bots. They can see the customer's keypad inputs in response to IVR prompts and see the transcript for the interaction with Amazon Lex.
The transcript obfuscates customer inputs entered for the [Store customer input](store-customer-input.md) flow block. The transcript also obfuscates any [slots that are configured to be obfuscated](https://docs.aws.amazon.com/lexv2/latest/dg/monitoring-obfuscate.html) in the *Amazon Lex developer guide* within Amazon Lex. Users with access to the IVR recording can still listen to the voice customer inputs during Amazon Lex interactions.
+ **Flow - View** and **Flow modules - View**: Grant users with both of these permissions so they can view flow execution details for voice contacts on the **Contact details** page. For example, which flow was executed and what was the outcome.
**Note**
These permissions also grant users with access to the Flows and Flow modules pages on the Amazon Connect admin website.
## Pause, rewind, or fast-forward a recording
Use the following steps to pause, rewind, or fast-forward a voice recording.
1. On the **Contact search** results, instead of choosing the **Play** icon, choose the contact ID to open the contact record.
![\[The location of the contact ID that you need to choose.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recordings-contactid.png)
1. On the **Contact record** page, there are more controls to navigate the recording, as shown in the following image.
![\[The contact record page, additional controls to listen to the recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-pause-rewind-fastforward.png)
1. Click or tap to the time you want to investigate.
1. Adjust the playing speed.
1. Play, pause, skip backwards or forwards in 10 second increments.
## Troubleshoot problems pausing, rewinding, or fast-forwarding
If you are unable to pause, rewind or fast-forward recordings on the **Contact search** page, one possible reason could be that your network is blocking HTTP range requests. See [HTTP range requests]( https://developer.mozilla.org/en-US/docs/Web/HTTP/Range_requests) on the MDN Web Docs site. Work with your network administrator to unblock HTTP range requests.
# Download recordings and transcripts of past conversations in Amazon Connect
These are the steps that a manager does to download past recordings or transcripts of conversations.
+ If the contact reached you by phone call (the Voice channel), you can download a .wav file.
+ If the contact reached you by chat (the Chat channel), you can download a .json file.
**Tip**
To have Amazon Connect create transcripts of phone calls, see the Contact Lens feature.
## Download a voice recording as a .wav file
1. Log in to the Amazon Connect admin website with a user account that has [permissions to access recordings](assign-permissions-to-review-recordings.md).
1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.
1. Filter the list of contacts by date, agent login, phone number, or other criteria. Choose **Search**.
1. Conversations that were recorded have icons in the **Recording/Transcript** column. If you don't have the appropriate permissions, you won't see these icons.
The following image shows what the icons look like for a voice recording. Note the play icon that indicates it's a voice recording.
![\[The contact search page, the play icon, download icon, and delete icon for a voice recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-icons.png)
1. Choose the **Download** icon, as shown in the following image.
![\[The contact search page, the download icon for a voice recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/download-recordings.png)
1. A voice recording is saved automatically to your **Downloads** folder as a .wav file.
The following image shows a list of .wav files in a Downloads folder. The name of the .wav file is the contact ID.
![\[A list of .wav file recordings in the downloads folder.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/downloaded-wav-files.png)
**Tip**
In the recording, you may hear only the agent, only the customer, or both the agent and customer. This is determined by how the [Set recording and analytics behavior](set-recording-behavior.md) block is configured.
## Download a chat transcript as a .json file
1. The following image shows what the icons look like for a chat transcript.
![\[The contact search page, the transcript icon, download icon, and delete icon.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/download-transcript.png)
A chat transcript is saved to the Downloads folder as a .json file.
The following image shows a .json file in the Downloads folder. The name of the .json file is the contact ID.
![\[A json file transcript in the downloads folder.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/downloaded-json-file.png)
1. To view a downloaded chat transcript, right-click the .json file, and then open it with another app that enables you to view the contents in a readable format.
The following image shows a sample downloaded transcript that has been opened using Firefox. The image shows the middle of the transcript, where the agent and customer are chatting.
![\[A json file transcript opened with Firefox.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/download-transcript-firefox.png)
## Events in a chat transcript
If you have a process that consumes events in S3 transcripts, note that chat transcripts contain the following event content types if the event has occurred during the chat session:
+ `application/vnd.amazonaws.connect.event.participant.left`
+ `application/vnd.amazonaws.connect.event.participant.joined`
+ `application/vnd.amazonaws.connect.event.chat.ended`
+ `application/vnd.amazonaws.connect.event.transfer.succeeded`
+ `application/vnd.amazonaws.connect.event.transfer.failed`
+ `application/vnd.amazonaws.connect.event.participant.invited`
# Search for recordings of conversations by a customer's contact ID in Amazon Connect
To find a recording of a specific contact, you only need the contact ID. You don't need to know the date range, agent, or any other information about the contact.
**Tip**
We recommend using the contact ID to search for recordings.
Even though many call recordings for specific contact IDs may be named with the contact ID prefix itself (for example, 123456-aaaa-bbbb-3223-2323234.wav), there is no guarantee that the contact IDs and name of the contact recording file always match. By using **Contact ID** for your search on the **Contact search** page, you can find the correct recording by referring the audio file on the contact's record.
**To search for recordings**
1. Log in to Amazon Connect with a user account that has [permissions to access recordings](assign-permissions-to-review-recordings.md).
1. In Amazon Connect choose **Analytics and optimization**, **Contact search**.
1. In the **Contact ID** box, enter the contact ID, and then choose **Search**.
1. Conversations that were recorded have icons in the **Recording/Transcript** column. The following image shows the play, download, and delete icons. If you don't have the appropriate permissions, you won't see these icons.
![\[The contact search page, the play, download, and delete recording icons.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/recording-icons.png)
To learn more about searching, see [Search for completed and in-progress contacts in Amazon Connect](contact-search.md).