Configure Verint for chat recording

Follow this workflow to configure Verint to record chat interactions from an Amazon Connect contact center. Chat interactions are always captured with post-call audio.

Before you begin 

• Configure Amazon Connect to capture post-call audio.

• Configure Verint for post-call audio capture

Workflow 

1. Configure server roles for chat capture

   Enable roles to allow the Recorder to receive CTRs from Amazon Kinesis streams.

2. Configure the Ingestion Web Service

3. Add agents to Amazon Connect data sources

   To captureemployee interactions, add the employees to Verint and associate them with both the Application and LAN Capture Endpoints. For screen, only configured employees are capturedd. For audio, the same is true unless the "Capture unknown Agents" option is enabled in the adapter.

4. 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.

5. Create adapters for Amazon Connect integrations

   For Chat recording, create an Amazon Connect Adapter. If you have post-call audio capture configured, use the same Amazon Connect Adapter for both chat and audio.

6. Playback interactions

   When configuration is complete, you can capture and view audio, chats, and screens.