View call summary - Amazon Connect

View call summary

It can be time-consuming to review contact transcripts that are hundreds of lines long. To make this process faster and more efficient, Contact Lens provides the option for you to view a transcript summary. The summary shows only those lines where Contact Lens has identified an issue, outcome, or action item in the transcript.

  1. Toggle Show transcript summary on and off as needed.

  2. Issue represents the call driver. For example, "I'm thinking of upgrading to your online subscription plan."

  3. Outcome represents the likely conclusion or outcome of the contact. For example, "Based on your current plan I would recommend the online essentials plans that we have."

  4. Action item represents the action item the agent takes. For example, "Please keep an eye out for an email with a price quote. I will send it to you shortly."

Each contact has no more than one issue, one outcome, and one action item. Not all contacts will have all three.

Note

If Contact Lens displays the message There is no summary information for this transcript, it means no issue, outcome, or action item was identified.

You don't need to configure call summarization. It works out-of-the-box without any training of the machine learning model.