View a call transcript during ACW in the CCP or Amazon Connect agent workspace - Amazon Connect

View a call transcript during ACW in the CCP or Amazon Connect agent workspace

At the end of a call, you can see an unredacted transcript of your conversation in the CCP or agent workspace. 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.

The ccp, a transcript, an issue.

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 workspace.

Note

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

  1. Enable conversational analytics for your Amazon Connect instance.

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

    • Analytics and Optimization - Recorded Conversations - (unredacted)

    • Analytics and Optimization - View My Contacts or Contact search

    • Contact Control Panel (CCP) - Contact Lens data