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Conversational analytics is Contact Lens under a new name — Learn it in 5 minutes

About five minutes of reading

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

Contact Lens was previewed 3 December 2019 and generally available 23 July 2020. Real-time rules arrived 1 December 2020. Chat analytics arrived 29 November 2022. Post-contact summaries became generally available 25 March 2024. The 4 August 2026 document-history note says Contact Lens is now conversational analytics.

You enable it per contact with the recording and analytics block. Real-time concurrent calls default to a quota of 300. Post-call jobs are sized from duration and volume. The planning formula in the quota page is duration times 0.4 times calls per hour, divided by 60.

Number on this page: Real-time quota 300. Concurrent calls with analytics

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Sources and go deeper

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