Display
Analytics
About five minutes of reading
A form can be filled by a person, by a category, or by a model. Activation is still your step.
You can create a form from a sample, from a PDF of at most 2 MB, from a blank form, or from JSON exported by another instance. The create permission named on the page is Analytics and Optimization - Evaluation forms - manage form definitions - Create. Sections and questions can carry weights.
Automation can answer questions from contact categories or from a model that reads the question title, the instructions, and the transcript. Fully automated submission has to be turned on before you activate the form. Activation then asks you to create a rule that chooses which contacts get that form.
Number on this page: PDF 2 MB. Maximum file when importing a form
Picture from this room.
What usually goes wrong: Activating a form and expecting every answer to fill itself before automation is on for each question.
Which term matches this description? Removing sensitive data from a transcript or recording. Conversational analytics can redact. Confirm the rule before you promise a regulator it is on.
Removing sensitive data from a transcript or recording. Conversational analytics can redact. Confirm the rule before you promise a regulator it is on. The term is Redaction.
Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10
Which term matches this description? The former name of conversational analytics. The product page says the function remains.
The former name of conversational analytics. The product page says the function remains. The term is Contact Lens.
AWS History and Timeline regarding Amazon Connect - Overview, Functions, Features, Summary of Updates, and Introduction to Amazon Connect Customer | hidekazu-ko community. last checked 2026-10
Which term matches this description? Average handle time. Talk plus hold plus ACW, unless your report defines it more narrowly. Say which one you used.
Average handle time. Talk plus hold plus ACW, unless your report defines it more narrowly. Say which one you used. The term is AHT.
confirm Metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.
Create an evaluation form in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
The prose is a study paraphrase. The link is the source of the facts.
You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.
Activating a form and expecting every answer to fill itself before automation is on for each question.
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
Resources:
CtrStream:
Type: AWS::Connect::InstanceStorageConfig
Properties:
InstanceArn: !GetAtt CampusInstance.Arn
ResourceType: CONTACT_TRACE_RECORDS
StorageType: KINESIS_STREAM
KinesisStreamConfig:
StreamArn: !GetAtt ContactStream.Arn
Join records on ContactId. The integration map room lists the seams.
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.
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.