Amazon Connect - Transcription - Real time Scroll not showing

Question

I have implemented contact Lens and real-time transcription.

However on my Contact Lens page when looking at a call I do not see the Transcript Auto scroll option.
https://share.cleanshot.com/Dl1ssfnWHGfCjvvypFQb (not seeing scroll)

https://share.cleanshot.com/rn6yRn4GtSclSqyxsmHG

In another Amazon connect I can see this option.

Any suggestions.

Giovanni Lauria · Answer

Have you checked the security permissions ?
The agent’s security profile should have the following permissions: **Analytics and Optimization - Contact Lens - Recorded Conversations - unredacted (Access)** and **Contact Control Panel (CCP) - Contact Lens data**.

Anyway there is a small guide about the transcripts and how to toggle the autoscroll: https://www.cloudhesive.com/blog-posts/how-to-navigate-transcripts-and-audio-in-amazon-connect-contact-lens/

Amazon Connect - Transcription - Real time Scroll not showing

Add your answer

Relevant content