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Hi Naseema!
If you have already configured Wisdom and and can search for the content in your knowledge base, you will want to configure your Flow for Wisdom. To do this, you add a Wisdom block to your flow. The block associates a Wisdom domain to the current contact. This enables you to display information from a specific domain, based on criteria about the contact.
You also need to include and configure the Set recording and analytics behavior block for Contact Lens, but you mentioned you already did so.
I would recommend testing in the Agent Workspace after ensuring your user has the appropriate access to use Wisdom.
There is also a guided workshop that goes through the setup and testing process. I'm including it as it has step-by-step instructions on how to configure your flow experience for testing, and then testing the real-time recommendations if that helps.
re:
- https://docs.aws.amazon.com/connect/latest/adminguide/wisdom.html
- https://docs.aws.amazon.com/connect/latest/adminguide/enable-wisdom.html
- https://docs.aws.amazon.com/connect/latest/adminguide/assign-security-profile-wisdom.html
- https://docs.aws.amazon.com/connect/latest/adminguide/new-url-wisdom.html
- https://docs.aws.amazon.com/connect/latest/adminguide/agent-user-guide.html
- https://catalog.workshops.aws/amazon-connect-wisdom/en-US/4-configure-realtime-search
Hi Al Beckett,
I have got the fix for this issue. I have initially created the domain/assistant with AWS owned key which is default one, later I have deleted the domain and knowledge base and created the new domain/assistant using the custom KMS Key and did all the configuration set up which is mentioned in https://catalog.workshops.aws/amazon-connect-wisdom/en-US/4-configure-realtime-search this link again. Now it is working for me. Thank you !
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Hi Alex!,
Thank you for the response!!
I have tried the same way you suggested and also tried by deleting the old knowledge base and created new custom knowledge base, now it is saying "You don't have access to wisdom suggestions yet. Contact your administrator so you can start receiving proactive suggestions to help address customer issues more efficiently" and I am trying with admin role still it is saying contact your administrator. Please suggest to me which permissions I am missing in the admin role. Thank you !!
I have this same issue, and the suggested fix did not work for me either. I am investigating user permissions to see if altering the settings works.