This image shows a large key on a blue background. Where the bit of the key (the part that goes into the lock) would be is the word access.

Assign Security Profile Permissions in Amazon Connect Contact Lens


Control customer data access on a granular level for added security

Key Takeaways:

  • Contact Lens is a valuable customer service tool with automated security
  • This built-in security utilizes predictive machine learning, which means some sensitive information can slip through to users who should not have it
  • To optimize customer data security, Contact Lens offers the ability to control permissions at a granular level using a number of different metrics and quality areas
  • Set up permissions for access to redacted and unredacted content as well as the ability to limit search based on your criteria

Providing the best in customer service requires real-time information to follow the sentiments and trends contained in customer conversations. Contact Lens for Amazon Connect lets you do just that as well as track agent compliance and pinpoint areas where additional training is required. It empowers your agents to offer stellar service by analyzing customer conversations. 

Contact Lens also has a built-in security feature. A categorization engine will automatically detect and redact sensitive information from calls and transcripts based on criteria you set up using machine learning (ML). However, ML is predictive, which means it may not catch all instances of sensitive data.

To ensure customer data security, Contact Lens offers the ability to control permissions on a granular level based on your criteria using different access metrics, speech analytics, and recorded conversations, including those that are unredacted. Let’s explore best practices for permissions and how to set them up within Contact Lens.

The importance of and best practices for permissions

Assigning the right permissions to the right person in your contact center is incredibly important. The wrong person set up with the wrong permissions can lock out Amazon Connect users and enable a bad actor to steal customer data, which can do severe damage to your business. It is recommended that the number of people with Users – Edit or Create permissions be limited and to review inherited permissions prior to assigning security profiles. 

The next step is to employ the granular control offered through Contact Lens. Here’s how.

The 7 security permissions that apply to Contact Lens

There are 7 metrics and quality areas that can be used to set up permissions. These include:

1. Permission to perform a Contact Search

It’s not specific to Contact Lens, but users will need it to access the Contact Search page to search contacts and review analyzed recordings and transcripts. This permission also offers the ability to do a quick full-text search on transcripts as well as search by sentiment score and non-talk time.

2. Permission to search by conversation characteristics

The Contact Search page offers additional filters so users can get results by sentiment score and non-talk time as well as by specific contact categories

3. Permission to search using keywords

The Contact Search page has additional filters that can be used to search transcripts using keywords or phrases with permission.

4. Permission to use Contact Lens speech analytics

This permission allows users to view graphs that summarize speech analytics on the Contact Record page for a contact. This includes the customer sentiment trend, sentiment, and talk time. 

5. Permissions for rules

Apply this permission to allow users to view, edit, or create rules for categorizing contacts. You can automatically categorize contacts based on keywords and phrases as well as build rules based on your criteria

6. Permission to listen to redacted conversations

This permission allows users to listen to call recordings and view call transcripts from which sensitive data has been removed

7. Permission to listen to unredacted conversations

Set up this permission to manage access to content that contains sensitive information that has not gone through the redaction process. Users will have access to the original transcripts for chat, unredacted call transcripts analyzed by Contact Lens, and the original unredacted audio recordings. 

Unredacted chats, transcripts, and audio will have sensitive customer data that can include name, address, and credit card information. 

You can’t access both redacted and unredacted content simultaneously. Therefore, if a user has permissions for both redacted and unredacted recorded conversations, only the redacted recordings are available on the Contact Records page by default.

To access unredacted conversations, permission for Recorded conversations (redacted) must be removed. 

A breach in data security can cost your company big and even crater your business. Contact Lens offers a number of ways to beef up the automatic security features to ensure you keep your customers’ private data safe. 

CloudHesive: The Contact Lens experts

We’re a cloud solutions consulting and managed service provider with expertise in all things Amazon Web Services. We have eight AWS Competencies, more than 50 AWS Certifications, membership in nine Partner Programs, and the experience and knowledge to help your business realize all the benefits of AWS cloud.

We’ve helped more than 100 companies reduce their operating costs and increase productivity with our focus on security, reliability, availability, and scalability. With over 30 years of experience, we leverage cloud-based technology to its full potential. Contact the CloudHesive team today.

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