Contact block: Set recording and analytics behavior - Amazon Connect

Contact block: Set recording and analytics behavior

Description

Contact flow types

You can use this block in the following contact flow types:

  • Inbound contact flow

  • Customer Queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

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, see Enable Contact Lens for Amazon Connect.

Configuration tips

  • Let's say you have a flow that links to a flow that links to another flow. Each flow might have it's own Set recording behavior block. The last Set recording behavior block overrides the settings of the previous two Set recording behavior blocks.

    For example, you might have a contact flow with Set recording behavior to record Agent and Customer. But if the next Set recording behavior block is set to Agent only, that block overrides the behavior of the previous block.

  • 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 CTR. Contact Lens needs to run on that CTR as well.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for scenarios that use this block: