Unable to Download Call Transcripts

Question

My client is reporting that they can't download call transcripts, they can only do screen shots of them. This is very time consuming for longer calls.

As far as i understand based on below documentation Link, i confirm that there is no built-in functionality within Amazon Connect to directly download or export the recorded audio files or transcripts for offline use.  **is there are alternative ways to download it ??** or** Please clarify if there is no built in functionality in Amazon connect to do so ??**

If you are currently facing any issues with Download recordings/transcripts of past conversations Please refer to the documentation below Link [1]. as it requires user account had enough permissions to access recordings. which also explained in Link[3]

Reference Links :

1. https://docs.aws.amazon.com/connect/latest/adminguide/download-recordings.html
2. https://docs.aws.amazon.com/connect/latest/adminguide/search-recordings.html
3.https://docs.aws.amazon.com/connect/latest/adminguide/assign-permssions-to-review-recordings.html

Answer

If your client is not having Restrict contact access permission in the security profile of the user then they cant able to download transcripts. It will be greyed out on Recording/Transcript in Contact search page.

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Answer

More than likely the security profile might be blocking this. What does the user have under Analytics and Optimization? Can they see the call in contact search and just not the download options? See here: https://docs.aws.amazon.com/images/connect/latest/adminguide/images/recording-icons.png

david

Unable to Download Call Transcripts

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