QM Data

QM imports call recordings and contact metadata from Amazon Connect. It can also capture screen recordings through Smart Desktop.

Audio Recording

When QM is connected to Amazon Connect, contacts are created and recorded in Amazon Connect. However, Amazon Connect does not automatically record contacts. The contact flow used by your Amazon Connect instance must include the “Set call recording behavior” contact block, which can be configured to record any of the following:

The agent
The customer
Both the agent and the customer

To make a contact available in QM, Calabrio ONE imports the contact detail record (CTR) from the folder in the S3 bucket where it is placed by the Kinesis Firehose, and it imports the contact media file from the folder in the S3 bucket where call recordings are stored.

Screen Recording

Screen recording is captured through Smart Desktop, not Amazon Connect.

Prerequisites

For screen recording to function, you must ensure that the following features and components are correctly configured.

Feature	Configuration
Smart Desktop	Calabrio ONE Smart Desktop must be installed and operating on the PCs where agents log on to Amazon Connect, and each Smart Desktop must be configured to use RTE messaging. RTE messaging is configured by selecting the Enable RTE Messaging for Screen Recording check box on the ACD Configuration page for Amazon Connect. RTE messaging enables connected Smart Desktop clients to record screen recordings in ten-minute segments when a correctly-configured user logs on to Amazon Connect.
Calabrio ONE Users	When Calabrio ONE syncs with Amazon Connect, it imports and syncs agents as Calabrio ONE users who have Amazon Connect user profiles. These users must have the following additional configurations on the Users page: Activate this user—Must be selected. Roles—Must be assigned to a role that is associated with the Record Screen permission. Windows Login—Must be the same as the Windows login that the Amazon Connect agents use to log on to the PC.

Feature

Configuration

Smart Desktop

Calabrio ONE Smart Desktop must be installed and operating on the PCs where agents log on to Amazon Connect, and each Smart Desktop must be configured to use RTE messaging.

RTE messaging is configured by selecting the Enable RTE Messaging for Screen Recording check box on the ACD Configuration page for Amazon Connect.

RTE messaging enables connected Smart Desktop clients to record screen recordings in ten-minute segments when a correctly-configured user logs on to Amazon Connect.

Calabrio ONE Users

When Calabrio ONE syncs with Amazon Connect, it imports and syncs agents as Calabrio ONE users who have Amazon Connect user profiles.

These users must have the following additional configurations on the Users page:

Activate this user—Must be selected.
Roles—Must be assigned to a role that is associated with the Record Screen permission.
Windows Login—Must be the same as the Windows login that the Amazon Connect agents use to log on to the PC.

Capturing Screen Recordings

The following list provides an overview of how Calabrio ONE captures screen recordings for Amazon Connect agents.

Agent logs on to a PC with Smart Desktop.

When a user who is correctly configured in Calabrio ONE logs on to a PC where Smart Desktop is operating and configured to use RTE messaging, Smart Desktop begins to capture screen recordings in ten-minute segments that it saves locally. It does not yet upload any screen recordings to Calabrio ONE.

The screen recording segments are encrypted on the desktop. Calabrio ONE uses a two-factor encryption process using Symmetric AES-CBC-256 and Asymmetric RSA-CBC-2048 to handle authentication and encryption of screen recording files.

Smart Desktop stores these segments in the following location:

C:\Program Files (x86)\Common Files\Calabrio ONE\Desktop
Agent handles the contact in Amazon Connect.
Calabrio ONE imports the contact’s audio recording and metadata.
Calabrio ONE extracts and uploads the screen recording from the agent’s PC.

Once Calabrio ONE uploads contacts from Amazon Connect, it begins the process of extracting and uploading matching screen recordings. Calabrio ONE does this by relaying timestamps for each contact to the appropriate agent PC.

When Smart Desktop receives these timestamps, it crops and splices the screen recording segments into a single screen recording that matches the duration of the contact. Then, it uploads the screen recording to Calabrio ONE.

Screen recording segments that are not associated with any contact are analyzed to verify that no discrepancies have occurred, then deleted. If Smart Desktop loses its connection to Calabrio ONE, it executes a recovery process when it reconnects to ensure that it creates screen recordings for all contacts handled by the agent in the meantime.

EXAMPLE An agent handles a contact at the end of the day, then shuts down the PC before Amazon Connect makes the contact available to Calabrio ONE. When the agent turns on the PC the next day, Smart Desktop reconnects to Calabrio ONE, and Calabrio ONE extracts and uploads the screen recording then.
Agent logs out.

When the agent logs out, Smart Desktop stops recording new screen segments.

The following image shows how Calabrio ONE screen recording works with Amazon Connect.

Contact Metadata

Calabrio ONE gets contact metadata from the CTRs that are streamed by the Kinesis Firehose. Calabrio ONE is assumed to be the sole consumer of CTRs.

The following table summarizes how the contact metadata in a CTR is mapped to equivalent contact metadata in QM.

CTR	QM
Username	ACD ID
SystemEndpoint	Called Number
CustomerEndpoint	Calling Number
ContactId	Associated Contact ID
InitiationMethod	Contact Direction (inbound/outbound)
N/A	First Name (Derived from the first name of the user in QM associated with the agent ID)
N/A	Last Name (Derived from the last name of the user in QM associated with the agent ID)
N/A	Call Duration (Derived from the length of the media file)
ConnectedToAgentTimestamp	Date
ConnectedToAgentTimestamp	Time
N/A	Recording Type: Amazon Connect