Connect LabAmazon Connect study

Chapter

Contact Lens, quality, and analytics

Transcripts, redaction, metrics, and evaluation forms

The admin guide now calls Contact Lens conversational analytics. Enable it on the contact, then read the transcript, then score it with a form.

Contact Lens, quality, and analyticsFundamentalsWorkingAdvancedTranscripts, redaction, metrics, and evaluation forms

Fundamentals

HTML

The name, the recording block, and a contact that actually has analytics.

Conversational analytics is Contact Lens under a new name

The function did not vanish on 4 August 2026. The admin guide changed the name.

Turn conversational analytics on for the contact

A new instance already has the feature. A contact still needs the flow block.

Working

HTML

Trace records, real-time boards, and an empty transcript.

Read a CTR before you build a dashboard

The CTR is the finished contact. Real-time metrics are a picture of now. They answer different questions.

Real-time boards and historical intervals

Service level is a historical interval unless you say you are looking at the live queue.

Configure conversational analytics and fix the empty transcript

Analytics that is not enabled on the contact produces an empty search and a false 'the feature is down'.

Advanced

HTML

Evaluation forms, weights, and a rule that submits the form.

Evaluation forms, from a blank page to a rule

A form can be filled by a person, by a category, or by a model. Activation is still your step.

Quality management on top of analytics

A score without the recording is an opinion. A recording without a form is an archive.

Sources and go deeper

sources.json (an-lens) sources.json (lens-on) sources.json (an-ctr) sources.json (an-metrics) sources.json (eco-lens-ops) sources.json (lens-eval) sources.json (eco-qm)