Limitations: call recovery
Recovered calls unlikely to include screen activity
Screens are captured in real-time by Verint and are stored in a cache for two hours. So, only calls recovered within this two-period might include screen activity.
Workaround: If you need to see screen activity related to a recovered call, search Verint for the call ID.
Default agent usage
Amazon Connect Recovery feature uses default agent for recovered calls for which no agent information is detected in the Amazon Connect service.
Customer endpoint missing
Currently, the customer cannot be identified in a recovered call.
Cause: The Amazon Connect API results are missing the CustomerEndpoint and SystemEndpoint attributes. These are required to identify the telephone number in the Automatic Number Identification (ANI) and Dialed Number Information Service (DNIS) attributes.
Consequently, for recovered calls, the customer is identified in the Dialed from (ANI) or Dialed to (DNIS) column as "Customer".
