Security profile permissions for Contact Lens - Amazon Connect

Security profile permissions for Contact Lens

To keep customer data secure, you can set up permissions to have granular control on who can access information generated by Contact Lens.

The security profile permissions shown in the following image apply to Contact Lens.

Following is a description of each of these permissions:

Contact search

This permission isn't specific to Contact Lens, but it is required so you can access the Contact search page, which is where you can search contacts so you can review the analyzed recording and transcript. In addition, you can do fast, full-text search on call transcripts, and search by sentiment score and non-talk time.

Search contacts by conversation characteristics

On the Contact Search page, you can access additional filters that allow you to return results by sentiment score and non-talk time. In addition, you can search conversations that fall into specific contact categories. For more information, see Search for sentiment score, Search for non-talk time, and Search a contact category.

Search contacts by keywords

On the Contact Search page, you can access additional filters that allow you to search call transcripts by keywords or phrases, such as "thank you for your business." For more information, see Search for keywords.

Contact Lens - speech analytics

On the Contact Record page for a contact, you can view graphs that summarize speech analytics: customer sentiment trend, sentiment, and talk time. For example, the following image shows how this information is displays on the contact record page for a contact.

Rules

This permission allows you to view, edit, or create rules for categorizing contacts. For more information, see Automatically categorize contacts based on uttered keywords and phrases.

Recorded conversations (redacted)

On the Contact Record page for a contact, this permission allows you to listen to call recording files and view call transcripts in which the sensitive data has been removed. For more information, see Example redacted file.

Recorded conversations (unredacted)

This permission manages access to unredacted content that contains sensitive data such as name and credit card information. It manages access to the following unredacted content:

  • Original, unredacted chat transcripts

  • Original, unredacted transcripts analyzed by Contact Lens

  • Original, unredacted audio recordings

You can access this content on the Contact Trace Record page for a contact. For more information, see Example original, analyzed file.

Important

If you have permissions to both Recorded conversations (redacted) and Recorded conversations (unredacted), by default only redacted recordings are made available on the Contact Record page.

You must remove permissions to Recorded conversations (redacted) to access unredacted conversations.

You can't access redacted and unredacted content at the same time.