Review analyzed conversations using Contact Lens - Amazon Connect

Review analyzed conversations using Contact Lens

By using Contact Lens for Amazon Connect, you can review the transcript and identify what part of the call is of interest. You won't need to listen to an entire call or read an entire transcript to find out what's interesting about it. You can focus on specific parts of the audio or transcript. Both are highlighted for you wherever there are points of interest.

For example, you might scan the transcript of the call and see a red sentiment emoji for a customer turn, which indicates the customer is expressing a negative sentiment. You can choose the timestamp and jump to that portion of audio recording.

To review analyzed conversations

  1. Log in to Amazon Connect with a user account that has Contact search and Contact Lens - speech analytics permissions in the security profile.

  2. In Amazon Connect, choose Metrics and quality, Contact search.

  3. Use the filters on the page to narrow your search for a contact. For date, you can search up to 14 days at a time. For more information about searching for contacts, see Search for contacts.

  4. Choose the contact ID to view the Contact Trace Record (CTR) for the contact.

  5. In the Recording and transcript section of the CTR, review what was spoken and when, and their sentiment.

  6. If desired, choose the play prompt to listen to the recording. Or, download the recording and fast-forward to only the portion you're interested in.