View a call transcript during ACW - Amazon Connect

View a call transcript during ACW

At the end of a call, you can see an unredacted transcript of your conversation in the CCP or agent application. You can view the entire transcript for reference, and copy any useful text into your notes.

The call transcript displays any categories identified by Contact Lens. For example, in the following image, an issue has been identified at 22 seconds.

If a call is transferred to you from another agent, you will see an unredacted transcript of their conversation with the customer.

Customer sentiment score is not included in the CCP or agent application.

Note

IT administrators: This feature is available in the CCP and the agent application. To make this feature available to agents:

  1. Enable Contact Lens for your Amazon Connect instance.

  2. Add the following permissions to the agent's security profile:

    • Analytics - Contact Lens - speech analytics

    • Analytics - Recorded Conversations - unredacted (access)

    • Contact Control Panel (CCP) - Contact Lens data