# Review agent screen recordings in the Amazon Connect Client Application
<a name="review-screen-recordings"></a>

Use screen recordings to identify areas for agent coaching (for example, long contact handle duration or non-compliance with business processes) by watching an agent's actions while they handle a call, chat, or task contact. 

The screen recording is synchronized with the voice recording and contact transcript, so you can hear or read what is being said at the same time.

**Note**  
Screen recordings are only available for Completed contacts.

**Topics**
+ [Step 1: Assign permissions to review screen recordings in the Amazon Connect Client Application](#assign-permissions-sr)
+ [Step 2: Review screen recordings](#review-sr-2)
+ [Watch in Picture-in-picture mode](#picture-in-picture)

## Step 1: Assign permissions to review screen recordings in the Amazon Connect Client Application
<a name="assign-permissions-sr"></a>

To allow users to review screen recordings, assign the following **Analytics and optimization** security profile permission: 
+ **Screen recording - Access**: Allows a user, such as a supervisor or Quality Assurance team member, to access and review screen recordings.
**Important**  
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.
+ **Screen recording - Enable download button**: Allows a user, such as a supervisor or Quality Assurance team member, to view a download button on the **Contact details** page to download screen recording videos.

For information about how to add more permissions to an existing security profile, see [Update security profiles in Amazon Connect](update-security-profiles.md).

## Step 2: Review screen recordings
<a name="review-sr-2"></a>

1. Log in to Amazon Connect with a user account that has the **Analytics and optimization** - **Screen recording - Access** permission in its security profile.

   If you also have **Screen recording - Enable download button** permission, you can view a button on the **Contact details** page that enables you to download a screen recording and view it offline. 

1. On the navigation menu, choose **Analytics and optimization**, **Contact search**.

1. Search for the contact you want to review.
**Tip**  
If you've added a custom attribute to your flows to indicate when screen recording is enabled, you can [search by the custom attribute](search-custom-attributes.md) to locate contact records with screen recordings. For more information, see [Configuration tips](enable-sr.md#tips-sr). 

1. Click or tap the contact ID to view the **Contact details** page.

1. The **Recording** section contains a video player that displays the screen recording, as shown in the following image.  
![\[A screen recording.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/screen-recording-show-recording.png)
**Important**  
Screen recording playback in the **Contact details** page is not supported in the legacy `https://your-instance-alias/awsapps.com` domain. We recommend using the `https://your-instance-alias.my.connect.aws/` domain to play screen recordings. For more information, see [Update your Amazon Connect domain](update-your-connect-domain.md) in this guide.

1. Use the right-side controls to zoom in and out, fit the video to the window, download video, expand to full-screen, and play picture-in-picture.  
![\[The zoom in and out controls.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/screen-recording-zoom.png)

1. If you don't see a video recording, check that the **Show screen recording** toggle is on. 

   If no video appears, then the screen recording may not yet be ready (that is, uploaded into the Amazon S3 bucket). If the problem persists, contact [AWS Support Center](https://console.aws.amazon.com/support/home#/).

## Watch in Picture-in-picture mode
<a name="picture-in-picture"></a>

You may want to move the video elsewhere on your monitor while you watch it. For example, you can reposition the video so you can read the transcript. Use **Watch in Picture-in-picture** mode to achieve this. 

1. Choose the picture-in-picture button on the right side controls, as shown in the following image.  
![\[The picture in picture button the right side of the page.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/screen-recording-picture-in-picture.png)

1. Choose the **X** in the top right corner to pop the window back. The following image shows the video in Picture-in-picture mode, and the location of the **X** to pop the window back.   
![\[The video in picture-in-picture mode and the location of the back to tab button.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/screen-recording-back-tab.png)