How do I fix 403 errors when accessing Contact Lens recordings in Amazon Connect?

Key Takeaways

[Music] [Applause] [Music] Hi there, I'm Jotna, a cloud support engineer here at the AWS office in Bangali. Today I'm going to show you how to troubleshoot 403 forbidden access error that can occur when you try to access call recording and chat transcript generated by Amazon Connect contact lens. Let's get started. First, the user might not have the required permission in their Amazon Connect security profile. To fix this, open the Amazon Connect console and then go to the user section. Select the user. Under the security profile, assign them call center manager profile. This profile has full permissions. And save it. You can also customize permissions by going to the security profile section. Select the profile. Go to analytics and optimization and then select restrict contact access. Set it to view. This allow access to recordings and transcripts based on agents hierarchy and save it. The second issue could be the recording or transcript that you are trying to access has been removed. Amazon Connect lets you store call recordings of customer interactions in Amazon S3. To verify that call recording is present in Amazon Connect, complete these steps. From the navigation pane, choose analytics, then choose contact search. On the contact search page, review the recording transcript column to confirm that call recording was generated. If a call recording is present, then select the contact ID to verify the recording is attached to the contact trace record or CTR. If Amazon Connect didn't create the call recording, then check the contact flow configuration. Go to Cloudatch. Select log. Then click on log groups. Select the connect log group. In the contact flow log, review the set recording and analytics behavior contact flow. Verify that set recording analytics activates the call recording before Amazon connect connects the customer to an agent for the interaction. Finally, an agent might get a 403 error if they try to view a chat transcript after the chat was transferred to another agent in a different hierarchy group. This is because of restrict contact access permission. To resolve this, we can follow the same step outlined previously to adjust the permission setting. If you have permission to both recorded conversation redacted and recorded conversation unredacted, then note the following behavior. By default, only redacted recordings and transcripts are available on the contact details and contact search pages. When no redacted content exists for the contact or when redacted content isn't available to the user, then unredacted content is displayed on the contact details and contact search pages. To access unredacted conversations, remove permission to recorded conversation redacted. This keeps only recorded conversation unredacted permission. You can't access both the redacted and unredacted version of a conversation at the same time. In summary, check the user security profile permissions. Verify that recording or transcript hasn't been removed and make sure that permissions are set properly for transferred charts across hierarchies. Thank you for watching and happy cloud computing from all of us here at AWS. [Applause] [Music]