Amazon connect real time live calls - Call Recording and Call transcript limits

Amazon Connect does not have a specific maximum time limit for live call recording or call transcripts. The service is designed to handle calls of varying durations without imposing a strict upper limit on recording or transcription time.

For call recordings, Amazon Connect can record the entire duration of a call, including both automated (IVR) interactions and agent interactions. The recording can capture customer and system audio during IVR interactions, as well as customer and agent audio during agent interactions. The recording continues even when a customer is on hold or when calls are transferred between agents.

Regarding call transcripts, which are typically generated using Contact Lens for Amazon Connect, there is also no explicitly stated maximum duration. Contact Lens can process and transcribe the full length of voice conversations.

It's important to note that while there isn't a specific time limit, there may be practical limitations based on factors such as the overall duration of customer interactions, system resources, and storage considerations. Additionally, pricing for services like Contact Lens is based on the duration of analyzed audio, so longer calls will incur higher costs.

If you have specific requirements for extremely long duration calls or transcripts, it would be advisable to contact AWS support to discuss your particular use case and ensure that the service can accommodate your needs.

Sources
Amazon Connect Service quota | AWS re:Post
Data handled by Amazon Connect - Amazon Connect
Cloud Contact Center Service – Amazon Connect Pricing – Amazon Web Services
When, what, and where for contact recordings in Amazon Connect - Amazon Connect

Amazon Connect does not have a specific maximum time limit for live call recording or call transcripts. The service is designed to handle calls of varying durations without imposing a strict upper limit on recording or transcription time.

For call recordings, Amazon Connect can record the entire duration of a call, including both automated (IVR) interactions and agent interactions. The recording can capture customer and system audio during IVR interactions, as well as customer and agent audio during agent interactions. The recording continues even when a customer is on hold or when calls are transferred between agents.

Regarding call transcripts, which are typically generated using Contact Lens for Amazon Connect, there is also no explicitly stated maximum duration. Contact Lens can process and transcribe the full length of voice conversations.

It's important to note that while there isn't a specific time limit, there may be practical limitations based on factors such as the overall duration of customer interactions, system resources, and storage considerations. Additionally, pricing for services like Contact Lens is based on the duration of analyzed audio, so longer calls will incur higher costs.

If you have specific requirements for extremely long duration calls or transcripts, it would be advisable to contact AWS support to discuss your particular use case and ensure that the service can accommodate your needs.