Prefill guides for after contact work using conversational analytics

You can fill in fields in a guide for after contact work (ACW) with outputs from conversational analytics:

• The contact summary.

• Extracted information, such as a booking ID or claim number.

When an agent enters ACW, the guide opens with those fields filled. The agent reviews the values, edits them if needed, and submits the guide.

Note

The conversational analytics integration works only in views shown during after contact work, and only for voice and chat contacts. Email and task contacts aren't supported.

Prerequisites

• A guide for ACW that includes a custom view. The contact flow uses a Set event flow block to set DisconnectAgentUI to a flow that shows your view for ACW. For more information, see Enable smart default guides for after contact work. You can't use the AWS managed After Contact Work view, because prefilling requires editing the properties of its components.

• Add the following security profile permissions for your administrators (the users who create the guide) and your agents (the users who complete the guide):

  Section	Permission	Needed for	Admins	Agents
  Analytics and Optimization	Contact Lens - conversational analytics	Contact summary	View	View
  Analytics and Optimization	Contact Lens - post-contact summary	Contact summary	View	View
  Analytics and Optimization	Information extraction - definitions	Extracted information	All	Not needed
  Analytics and Optimization	Information extraction - results	Extracted information	View	View
  Analytics and Optimization	Rules	Extracted information	All	Not needed
  Analytics and Optimization	Rules - Generative AI	Extracted information	All	Not needed
  Contact Control Panel (CCP)	Contact Lens data	Contact summary and extracted information	Not needed	Access
  Recordings and Transcripts	Call recordings (redacted) or Call recordings (unredacted)	Voice contacts	Access	Access
  Recordings and Transcripts	Contact transcripts (redacted) or Contact transcripts (unredacted)	Chat contacts	Access	Access

  For recordings and transcripts, choose the permission that matches the redaction setting in your contact flow. If you turn on redaction in Step 4, choose the redacted permission. Otherwise, choose the unredacted permission.

Step 1: Create an information extraction rule for after contact work

Skip this step if you prefill only the contact summary.

1. Create the information extraction definitions you want to prefill. For more information, see Step 1: Create information extraction definition.

2. Create a rule with those definitions. For more information, see Step 2: Create a rule with the Extract Information action. For the event source, choose one of the following:

   • Voice: After-call work analysis is available

   • Chat: After chat analysis is available

Note

Rules with a post-contact analysis event source don't prefill the guide.

Step 2: Add a conversational analytics integration to the view

1. Open your view for ACW in the UI builder.

2. Choose an empty area of the canvas, so that no component is selected.

3. In the Customize panel, choose the Integrations tab, then Configure.

4. For Integration Name, enter a name. You use this name to reference the integration's data in components.

5. For Integration Type, choose Conversational Analytics.

6. To see the data you can reference, choose Reference.

Step 3: Reference the data in a component

1. On the canvas of the UI builder, choose the component you want to prefill. You can prefill any component that accepts text. We recommend the Text Area component.

2. On the Properties tab, enter a reference in DefaultValue:

   To prefill	Reference
   The contact summary	$.#IntegrationName.ContactSummary
   Extracted information	$.#IntegrationName.InformationExtraction['Definition name']

   Replace IntegrationName with the name from Step 2, and Definition name with the name of an information extraction definition. Keep the square brackets and single quotes. They let definition names include spaces.

   For example, if your integration is named ConvAnalytics, the reference $.#ConvAnalytics.InformationExtraction['Booking ID'] prefills the field with the value of the Booking ID definition.

3. Save and publish the view.

Step 4: Turn on conversational analytics in the contact flow

1. Open the contact flow that corresponds to your agents' inbound or outbound contacts.

2. Add a Set recording, analytics, and processing behavior block before the Set event flow block that sets DisconnectAgentUI.

3. Configure the block:

   1. For Select action, choose Set recording and analytics behavior.

   2. For Select channel, choose Voice or Chat.

   3. Turn on conversational analytics for the channel:

      • Voice:

        1. Under Enable recording, select Agent and Customer.

        2. Under Enable conversational analytics, select Enable conversational analytics and Enable agent and customer interaction analytics.

        3. Choose Real-time and post-contact analytics. Post-contact analytics doesn't prefill the guide.

      • Chat: Under Enable conversational analytics, select Enable conversational analytics.

   4. Under AI analytics, select Agent interaction summary. You need this setting even if you prefill only extracted information.

   5. (Optional) Under Redaction, turn on conversational analytics redaction to remove sensitive data from the contact summary.

4. Save and publish the flow.

What agents see

When an agent enters ACW, the components you configured will show a loading indicator before filling with the contact summary or extracted information. An error banner will appear if the contact summary or extracted information aren't available.