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Amazon Connect Contact Lens does not offer a built-in feature for retrospective redaction of historical contact data. Once you enable Contact Lens, it will start analyzing and transcribing audio recordings in real-time going forward, but it does not retroactively process or redact data from previous interactions.
-- Review historical call recordings manually and redact any sensitive information before storing or using the data. This approach can be time-consuming and labor-intensive but ensures complete control over the redaction process. -- Develop custom scripts or tooling to automate the redaction process for historical call recordings. This may involve using speech-to-text APIs to transcribe recordings and then applying redaction rules to identify and mask sensitive information This is a documentation from AWS :- https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens.html Before implementing any solution, it's important to carefully evaluate your organization's requirements, compliance obligations, and risk tolerance to determine the most appropriate approach for redacting historical contact data.
Hope it clarifies and if does I would appreciate answer to be accepted so that community can benefit for clarity, thanks ;)
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One thing to add is that if you're consuming the data via the Connect reporting UI, then the redaction you do for old data will not reflect in the UI. It would be nice if you could have access to the back end of the reporting to update your data as you see fit.
Are you to elaborate or provide more info re the following please?
One thing to add is that if you're consuming the data via the Connect reporting UI, then the redaction you do for old data will not reflect in the UI. It would be nice if you could have access to the back end of the reporting to update your data as you see fit.