How do I troubleshoot errors that occur when I turn on Amazon Connect Contact Lens?

Resolution

To troubleshoot errors that occur when you turn on Amazon Connect Contact Lens, take the following actions.

Check if Contact Lens is turned on at the instance level

Make sure that the Enable Contact Lens option is turned on at the instance-level settings. You can find this option on the Analytics Tools page under the Contact Lens section.

Check permissions and security profiles

You must have security profile permissions to view the Contact Lens data for a specific contact.

Check contact transfers

When you transfer a contact to another queue or agent, a new contact ID is generated. For contact transfers, you must include the set recording and analytics behavior block on the contact flow with Contact Lens turned on. Review the Contact flow logs to check if Contact Lens is turned on and if there are errors. For Callbacks, you must add the set recording and analytics behavior block in the outbound whisper flow.

Check error notifications

To receive error notifications for Contact Lens, turn on Contact Lens error notifications. You can also integrate error notifications with Amazon EventBridge for error notifications and associated reason codes.

Contact AWS Support

If you still encounter errors after you complete the preceding actions, then contact AWS Support.

Share the following information:

• Contact ID of the affected calls with the corresponding CTR
• Contact flow export and Contact flow logs
• Description of expected behavior and actual behavior
• Permissions of the user that needs access

Related information

Amazon Connect Contact Lens

Languages supported by Amazon Connect