Connect LabAmazon Connect study

Ecosystem

Configure conversational analytics and fix the empty transcript

Learn it in 5 minutes

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About five minutes of reading

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

Enable the analytics behavior on the recording block for the flows that need it, including the outbound whisper if outbound matters. Confirm the language. Confirm redaction. Check the real-time quota if supervisors say rules never fire during a storm. Post-call jobs scale with minutes. Use the quota page's 40 percent rule of thumb to see if you are out of job concurrency.

Names: the console may say conversational analytics. Your old diagram may say Contact Lens. Search both.

  • A flow that sets recording off 'for this queue' also kills the transcript.
  • Rules on keywords need the real-time path.
  • Summaries are absent until the post-contact job finishes.
  • Chat analytics is a separate enablement from voice. It arrived later and is configured on the chat contact.

Number on this page: Planning factor 0.4. Of call length, for post-call job concurrency

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

Visual

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Configure conversational analytics and fix the empty transcript
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Picture from this room.

Worked example

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  1. Enable. The block.
  2. Call. A known phrase.
  3. Find. The transcript.
  4. Then. A rule.

What usually goes wrong: Opening a support case for 'Contact Lens missing' on a flow that never set the block.

Quiz

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Question 1

Which term matches this description? The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC.

Show the cited answer

The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC. The term is CivicAddress.

Format a physical address for E911 to pass to Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? The S3 policy that lets the Connect role put objects. A private bucket with no policy produces a silent missing recording.

Show the cited answer

The S3 policy that lets the Connect role put objects. A private bucket with no policy produces a silent missing recording. The term is Recording bucket policy.

Flow block in Connect Customer: Set recording and analytics behavior - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream.

Show the cited answer

A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream. The term is Cross-account KVS.

Set up live media streaming of customer audio in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Sources

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Connect Customer service quotas - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Ecosystem

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Glossary

  • Start media streaming Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.
  • Screen recording Records the agent desktop. On the Basic price list it is 0.006 USD per minute.
  • Forecasting and agent scheduling The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.
  • Schedule adherence How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

Mind map

Open the Ecosystem mind map

Sister technologies

Connect answers the contact. Workforce, quality, emergency location, and the system of record sit beside it, and they only stay honest if they share ContactId.

Config and troubleshooting

Opening a support case for 'Contact Lens missing' on a flow that never set the block.

Adherence needs agent events, not a person refreshing a report. ResourceType AGENT_EVENTS and StorageType KINESIS_STREAM is the hook. A second consumer should read the stream, not a second delivery on the instance.

InstanceStorageConfig

CloudFormation study snippet
Resources:
  AgentEvents:
    Type: AWS::Connect::InstanceStorageConfig
    Properties:
      InstanceArn: !GetAtt CampusInstance.Arn
      ResourceType: AGENT_EVENTS
      StorageType: KINESIS_STREAM
      KinesisStreamConfig:
        StreamArn: !GetAtt AgentStream.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

sources.json