Turn conversational analytics on for the contact

About five minutes of reading

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

New instances have conversational analytics enabled. Older instances, or instances where it was turned off, need Analytics tools, Enable conversational analytics, and Save in the console. The contact then needs a Set recording and analytics behavior block. New flows use Set recording, analytics and processing behavior. The enable page says the steps match.

Voice needs call recording On for the agent and the customer, then Enable speech analytics. You choose post-call or real-time, and a language. Chat analytics returns both real-time and post-chat results. Email uses the newer block, placed before the email is routed, and can add a contact summary.

• A transfer creates another contact ID. Add the block again. A queue-to-queue transfer copies the configuration.
• With several analytics blocks, real-time uses the first. Post-call agent analytics uses the last.
• From October 2026, automated-interaction analytics moves toward real-time and uses the first block. The page says Customer Basic instances stay on post-contact analytics using the last block.
• Sentiment starts on when the language supports it. Redaction can miss sensitive data. The page says it is not a HIPAA de-identification.

Number on this page: Parties 2. More than agent and customer can degrade the transcript

Picture from this room.

1. Instance. On for new instances.
2. Block. Agent and customer audio for voice.
3. Channel. Speech, chat, or email.
4. Transfer. Set the block on the next contact too.

What usually goes wrong: Enabling the instance and never placing the block. If a contact has no analytics, the enable page says to read the flow logs.

Enable conversational analytics in Connect Customer conversational analytics - Amazon Connect Customer AWS docs. last checked 2026-10

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

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

Enabling the instance and never placing the block. If a contact has no analytics, the enable page says to read the flow logs.

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

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.