Flow block: Set recording and analytics behavior
Description
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Sets options for recording and/or monitoring (listen-in) voice and chat conversations.
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It enables features in Contact Lens for Amazon Connect. For more information, see Analyze conversations using speech analytics.
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 contact flow types:
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Inbound flow
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Customer Queue flow
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Outbound whisper flow
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Transfer to Agent flow
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Transfer to Queue flow
Properties
The following image shows the Properties page of the Set recording and analytics behavior block. It has two sections:
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Call recording: use this section to enable or disable call recording fro the agent customer, or both.
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Analytics: use this section to enable Contact Lens analytics.
When configuring this block to set up recording behavior, choose as follows:
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To record voice conversations, choose what you want to record: Agent and Customer, Agent only, or Customer only.
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To record chat conversations, you need to choose Agent and Customer.
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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
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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 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.
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Unchecking Enable Contact Lens conversational analytics does not disable Contact Lens analytics unless it is unchecked in the first Set recording and analytics and behavior block that appears in the flow, or predecessor flow.
To disable Contact Lens conversational analytics, do one of the following:
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Uncheck Enable Contact Lens conversational analytics in the first Set recording and analytics behavior block that occurs in your flows.
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Place the Set recording and analytics behavior block further along in your branched flow experience, where you want to collect Contact Lens analytics.
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If an agent puts a customer on hold, the agent is still recorded, but the customer is not.
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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.
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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 contact summarization transcript, and when they receive it.
For more information and example use cases that explain how the block affects the agents experience with contact summarization, see Design a flow for call summarization.
Configured block
The following image shows an example of what this block looks like when it is configured. It has one branch: Success.
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:
