How do I troubleshoot issues with Amazon Q in Connect real-time recommendations that don't populate?

Resolution

The following reasons can cause Amazon Q in Connect real-time recommendations not to populate.

The user doesn't have the required permissions in their security profile

To resolve this issue, add the required permissions to the security profile that your agent uses.

Complete the following steps:

1. Open the Amazon Connect console.
2. Select your instance.
3. In the navigation pane, choose Users, and then choose Security profiles.
4. Select the user's security profile.
5. Expand Agent Applications, and then select View in the Amazon Q Connect row.
6. Choose Save.

Real Time Recommendations don't work with Chat contacts

To use Amazon Q in Connect with chat, the AWS Key Management Service (AWS KMS) key policy must allow the following permissions to the connect.amazonaws.com service principal:

• kms:Decrypt
• kms:GenerateDataKey*
• kms:DescribeKey

To modify the key policy, complete the following steps:

1. Open the AWS KMS console.

2. In the navigation pane, choose Customer managed keys.

3. Select the customer managed key that's associated with the Amazon Q in Connect domain.

4. Choose Switch to policy view.

5. Choose Edit.

6. Add the kms:Decrypt, kms:GenerateDataKey*, and kms:DescribeKey permissions to the policy. 
   Example policy:

   {
       "Id": "key-consolepolicy-3",
       "Version": "2012-10-17",
       "Statement": [
           {
               "Effect": "Allow",
               "Principal": {
                   "AWS": "arn:aws:iam::your_accountId:root"
               },
               "Action": "kms:*",
               "Resource": "*"
           },
           {
               "Effect": "Allow",
               "Principal": {
                   "Service": "connect.amazonaws.com"
               },
               "Action": [
                   "kms:Decrypt",
                   "kms:GenerateDataKey*",
                   "kms:DescribeKey"
               ],
               "Resource": "*"
           }
       ]
   }

7. Choose Save changes.

Real-time recommendations don't work with Voice contacts

To use Amazon Q in Connect with calls, you must activate Amazon Connect Contact Lens in the flow.

Complete the following steps:

1. Open the Amazon Connect console.
2. Select your instance.
3. In the navigation pane, choose Routing, and then choose Flows.
4. Select the name of the flow where Amazon Q is configured.
5. Expand ANALYZE.
6. Add a Set recording and analytics behavior block to your flow.
7. Choose the Set recording and analytics behavior block, and then turn on Call recording for both the agent and customer.
8. Turn on Analytics.
9. Select Enable speech analytics for both Real-time and post-call analytics.
10. Choose Save.
11. Choose Publish.

Check the customer contact flow logs to determine whether the call is being transferred to a different flow type. If the calls are being transferred to the Customer queue flow, then add another Amazon Q block to the flow.

You don't have access to Amazon Q in Connect recommendations

To resolve this issue, check that the Amazon Q in Connect block is published to the contact flow. To access the domain from the contact flow, you must add the Amazon Q in Connect block in the contact flow where the call is coming from. This associates an Amazon Q in Connect domain to a contact to activate real-time recommendations.

There's an exception with the SetWisdomAssistant block

To resolve this issue, remove one of the Amazon Q in Connect blocks from the contact flow.