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Contact Lens transcription stops after internal transfer

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Hello everyone. For all customer calls, we record the audio and transcript, using a 'Set recording and analytics behavior' block with the following settings:

  • Call Recording: On (Agent and customer)
  • Analytics: On (Enable speech analytics; Post-call analytics)

This works great! After the call, we can do a Contact Search, and retrieve the call recording and transcript.

HOWEVER... If our agent transfers the call to another agent (using Quick Connect), something strange happens. When it creates a second Contact Id (call) in the Contact Search, this second call DOES have the call recording, but it DOES NOT have the transcript.

Has anyone else seen this? Do you know if this a bug, or is there something I can do to fix this, so that the transcript is recorded for the entire call, both before and after the transfer?

Any suggestions would be appreciated!!

Topics
Application IntegrationMachine Learning & AIBusiness Applications
Tags
Amazon ConnectAmazon Connect Contact Lens
Language
English
asked a year ago465 views
1 Answer
1
Accepted Answer

This is a known behavior in Amazon Connect Contact Lens, and it's not a bug. When a contact is transferred to another agent or queue, a new contact ID is generated, which creates a separate contact record. To ensure that Contact Lens continues to collect data and generate transcripts after the transfer, you need to add another "Set recording and analytics behavior" block in your contact flow for the transferred portion of the call.

Here's what you need to do:

  1. In your contact flow that handles transfers, add another "Set recording and analytics behavior" block after the transfer action.

  2. Configure this new block with the same settings as your initial block:

  • Call Recording: On (Agent and customer)
  • Analytics: On (Enable speech analytics; Post-call analytics)
  1. Make sure to enable Contact Lens conversational analytics in this block by selecting "Enable Contact Lens conversational analytics" and choosing to enable speech analytics.

By adding this additional block, you ensure that Contact Lens is re-enabled for the new contact ID generated after the transfer. This should allow you to capture the transcript for the entire call, including the portion after the transfer.

Remember that each transfer generates a new contact ID and contact record, so you may need to look at multiple contact records to see the full interaction if there are multiple transfers during a call.

If you continue to experience issues after implementing this solution, it would be advisable to review your contact flow design, check the Contact flow logs for any errors, and ensure that Contact Lens is properly enabled at the instance level on the Analytics Tools page.
Sources
Troubleshoot errors when turning on Amazon Connect Contact Lens | AWS re:Post
Enable conversational analytics in Amazon Connect Contact Lens - Amazon Connect

answered a year ago
EXPERT
reviewed a year ago
  • Brad
    a year ago

    Fantastic! Thanks AI Agent. I added the new block. in the 'Transfer to Agent' flow, jus before the final Transfer block, and it worked!

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