Flow block: Set recording and analytics behavior - Amazon Connect

Flow block: Set recording and analytics behavior

Description

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

No - Error branch

Flow types

You can use this block in the following flow types:

  • Inbound flow

  • Customer Queue flow

  • Outbound whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Tip

We recommend using the Set recording behavior block in an inbound or outbound whisper flow for the most accurate behavior.

Using this block in a queue flow does not always guarantee that calls are recorded. This is because the block might run after the contact is joined to the agent.

Properties

The following image shows the Properties page of the Set recording and analytics behavior block. It has two sections:

  • Call recording: use this section to enable or disable call recording fro the agent customer, or both.

  • Analytics: use this section to enable Contact Lens analytics.


                    The properties page of the Set recording and analytics behavior block.

When configuring this block to set up recording behavior, choose as follows:

  • To record voice conversations, choose what you want to record: Agent and Customer, Agent only, or Customer only.

  • To record chat conversations, you need to choose Agent and Customer.

  • To enable monitoring of voice and/or chat conversations, you need to choose Agent and Customer.

For information about using this block to enable Contact Lens, including features such as sensitive data redaction, see Enable Amazon Connect Contact Lens.

Configuration tips

  • You can change call recording behavior in a flow, for example, change from "Agent and customer" to "Agent only." Perform the following steps:

    1. Add a second Set recording and analytics behavior block to the flow.

    2. Configure the second block to set call recording to Off.

    3. Add another Set recording and analytics behavior block.

    4. Configure the third block to the new recording behavior you want, such as Agent only.

    Note

    The settings in the Analytics section are overwritten by each subsequent Set recording and analytics behavior block in the flow.

  • For calls: Clearing Enable Contact Lens conversational analytics disables Contact Lens analytics.

    For example, let's say you have two Set recording and analytics behavior blocks in your flow. The first block has Enable Contact Lens conversational analytics selected. The second block later in the flow has it unselected. The analytics appear only during the time analytics was enabled.

  • For chat: Real-time chat starts analysis as soon as any block in the flow enables it. No block later in the flow disables the real time chat settings.

  • If an agent puts a customer on hold, the agent is still recorded, but the customer is not.

  • If you want to transfer a contact to another agent or queue, and you want to continue using Contact Lens to collect data, you need to add to the flow another Set recording behavior block with Enable analytics turn on. This is because a transfer generates a second contact ID and contact record. Contact Lens needs to run on that contact record as well.

  • When you enable Contact Lens, the type of flow that the block is in, and where it is placed in the flow, determine whether agents receive the key highlights transcript, and when they receive it.

    For more information and example use cases that explain how the block affects the agents experience with key highlights, see Design a flow for key highlights.

Configured block

The following image shows an example of what this block looks like when it is configured. It has one branch: Success.


                    A configured Set recording and analytics behavior block.

Sample flows

Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows. Following are topics that describe the sample flows which include this block.

Scenarios

See these topics for scenarios that use this block: