Amazon Connect: Recording of Video calls

Unfortunately, Amazon Connect does not currently support direct video call recording as a built-in feature. While you can enable call recording for voice conversations and screen recording for agent interactions, these capabilities do not extend to capturing video content from video calls.

For voice calls, you can enable recording by adding a "Set recording and analytics behavior" block in your contact flow before the contact is connected to an agent. This allows you to record customer and IVR audio, as well as agent and customer voice interactions. However, this functionality is limited to audio recording only.

Screen recording in Amazon Connect is designed to capture the agent's screen activity, not the video feed from a customer's video call. It's primarily used for quality assurance and training purposes for agent interactions.

If you need to capture video content from calls, you may need to explore alternative solutions or third-party integrations. One potential workaround, though not officially supported, could be to use the Amazon Chime SDK in conjunction with Amazon Connect. This might allow you to build a custom solution for video call recording, but it would require significant development effort and careful consideration of privacy and compliance issues.

It's important to note that handling video content, especially in terms of recording and storage, often involves additional privacy and security considerations. Always ensure that any solution you implement complies with relevant data protection regulations and your organization's policies.

If video call recording is a critical requirement for your use case, you may want to reach out to AWS Support for the most up-to-date information on any potential upcoming features or recommended approaches for your specific needs.
Sources
Frequently asked questions about Amazon Connect screen recording capabilities - Amazon Connect
Enable contact recording - Amazon Connect