Create capture profiles

You may have Employees for whom you only want to capture chats, others for whom you only want to capture audio, and still others for whom you want to capture both. You can use Recording Profiles to stipulate the type of content you want to capture for multiple Employees at once.

What you should know

You can create a maximum of 200 capture profile.

Required privileges: View Capture Profile and Edit Capture Profile.

A capture profile can block or allow interaction capture for specific employees or entire organizations. The settings for an organization override the settings for individual employees. To avoid conflicts, do not include employees in more than one capture profile. Example: The organization MyCompanyOrg includes the employee Jane. The capture profile A is set to capture all interactions for MyCompanyOrg. capture profile B is set to not capture all interactions for Jane. In this scenario, Jane's interactions are captured.

Only employees configured in the data sourcerecording profile are captured, unless the "Capture unknown Agents" option is enabled on your adapter.

Procedure 

1. Select the Application data source that you created previously.

2. Click Recording Profiles (in the gray bar at the top of the screen). This screen displays all available profiles.

1. Click Create.

2. Type a Name for the profile.

3. Enter a Description (optional).

4. If the Record Audio option appears, specify whether audio should be captured for this group of employees by setting Record Audio to Record or Do Not Record.

5. If the Record Chat option appears, specify whether chat should be captured for this group of Employees by setting Record Chat to Record or Do Not Record.

   Video and Screen Share are not currently supported in Amazon integration environments.

6. There are two ways to add employees to a Recording Profile. You can mix both types, including both Organizations and individual Employees in the same profile:

   • Organization: These are organizations created under Organization Management. You can add multiple Organizations to a single Recording Profile. Selecting a parent Organization automatically selects its children, but you can de-select these individually.

   • Employee: Employees are set up under User Management. Select one or more Employees from the left-hand pane, then use the arrow buttons to move them to the right. If there is a large number of Employees, you may use the filter tool to narrow the selection.

7. Click Save.

What to do next 

Configure the Amazon Connect Adapter