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Conversational analytics is Contact Lens under a new name — Ecosystem

Glossary

Conversational analytics The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.
Contact Lens The former name of conversational analytics. The product page says the function remains.
Real-time analytics Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.
Post-contact summary A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.

Mind map

Open the Analytics mind map

Sister technologies

You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.

Config and troubleshooting

Comparing a 2024 'Contact Lens' runbook to the console and concluding the feature was removed.

Contact trace records leave the instance through AWS::Connect::InstanceStorageConfig. ResourceType CONTACT_TRACE_RECORDS and StorageType KINESIS_STREAM is the fan-out path. Contact Lens is an instance attribute plus the recording and analytics block in the flow.

InstanceStorageConfig CfnInstance

CloudFormation study snippet

Resources:
  CtrStream:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: CONTACT_TRACE_RECORDS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt ContactStream.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.

Sources and go deeper

Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10
Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10
Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10
What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams AWS docs. last checked 2026-10
Amazon Kinesis - Wikipedia Wikipedia. last checked 2026-10

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