Search conversations analyzed by Contact Lens - Amazon Connect

Search conversations analyzed by Contact Lens

You can search the analyzed and transcribed recordings based on:

  • Speaker.

  • Keywords.

  • Sentiment score.

  • Non-talk time.

In addition, you can search conversations that are in specific contact categories (that is, the conversation has been categorized based on uttered keywords and phrases).

These criteria are described in the following sections.

Important

After a call ends and the agent completes After Contact Work (ACW), Contact Lens analyzes and transcribes the recording of the customer-agent conversation. The agent must choose Clear contact first.

Before you can search conversations, you need the following permissions, which allow you to do the type of search you want.

  • Contact search. This is required so you can get to the Contact Search page.

  • Search contacts by conversation characteristics. This includes non-talk time, sentiment score, and contact category.

  • Search contacts by keywords

For more information, see Security profile permissions for Contact Lens.

For search, Contact Lens uses the standard analyzer in Amazon OpenSearch Service. This analyzer is not case sensitive. For example, if you enter thank you for your business 2 CANCELLED Flights, the search looks for:

[thank, you, for, your, business, 2, cancelled, flights]

If you enter "thank you for your business", two, "CANCELLED Flights", the search looks for:

[thank you for your business, two, cancelled flights]

To search conversations for keywords

  1. In Amazon Connect, log in with a user account that is assigned the CallCenterManager security profile, or that is enabled for the Search contacts by keywords permission.

  2. Choose Metrics and quality, Contact search.

  3. In the Filter section, specify the time period that you want to search. Include other information to narrow your search. For instructions, see Search for contacts.

    Tip

    When searching by date, you can search up to 8 weeks at a time.

  4. In the Conversation section, enter the words to search, separated by commas. If you enter a phrase, surround it with quotation marks.

    You can enter up to 128 characters.

    • Choose Match any to return contacts that have any of the words present in the transcripts.

      For example, the following query means match (hello OR cancellation OR "example airline").

    • Choose Match all to return contacts that have all of the words present in the transcripts.

      For example, the following query means match ("thank you for your business" AND cancellation AND "example airline").

With Contact Lens, you can search conversations for sentiment scores on a scale of -5 (most negative) to +5 (most positive). This enables you to identify patterns and factors for why calls go well or poorly.

For example, suppose you want to identify and investigate all the calls where the customer sentiment ended negatively. You might search for all calls where the sentiment score is <= (less than or equal to) -1.

To search for sentiment scores or evaluate sentiment shift

  1. In Amazon Connect, log in with a user account that is assigned the CallCenterManager security profile, or that is enabled for the Search contacts by conversation characteristics permission.

  2. On the Contact search page, specify whether you want the sentiment score for words or phrases spoken by the customer or agent.

  3. In Type of score analysis, specify what type of scores to return:

    • Sentiment score for the entire contact: This returns the average score for the customer or agent's portion of the conversation.

    • Evaluating sentiment shift: Identify where the customer or agent's sentiment changed during the contact.

      For example, you might search where the customer's sentiment score begins at less than or equal to -1 and ends at greater than or equal to +1.

To help you identify which calls to investigate, you can search for non-talk time. For example, you might want to find all calls where the non-talk time is greater than 20%, and then investigate them.

Non-talk time includes hold time and any silence where both participants aren't talking for longer than three seconds. This duration can't be customized.

Use the drop-down arrow to specify whether to search conversations for the duration or percentage of non-talk time.

  1. On the Contact search page, choose Add filter, Contact category.

  2. In the Contact categories box, type the name of the category that you want to search, and then choose Apply.