This article covers the call recording and transcription settings for Contact Center. Based on your settings, call data, such as audio files and transcripts, can be added to the Zendesk ticket associated with a call.

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Access call recording and transcription settings to manage how call data is handled. Choose between redacted or unredacted options for both recordings and transcripts, ensuring sensitive information is protected if needed. Audio files and transcripts can be automatically added to associated tickets, enhancing record-keeping and reference capabilities. Configure these options through Amazon Connect Contact Lens or opt for no recording or transcription if preferred.

This article covers the call recording and transcription settings for Contact Center. Based on your settings, call data, such as audio files and transcripts, can be added to the Zendesk ticket associated with a call.

These call recording and transcription options use Amazon Connect Contact Lens, which you must configure separately in your Amazon Console and within Connect Contact flows. For more information, see Configuring call recordings (writeback) and Adding call transcripts to tickets.

If you don't want to use Contact Lens, and you have Zendesk QA, you can use Zendesk QA for call transcriptions.

This article contains the following topics:
  • Configuring call recording
  • Configuring call transcription

Configuring call recording

To configure call recording and transcripts
  1. Click the Zendesk product menu in the top bar, then select Contact center.
  2. Under General, click Tickets.
  3. Under Include call recording on the ticket, select one of the following options:
    • Unredacted call recording: A full recording of the call, without information removed. This uses the native recording functionality in Amazon Connect (not Amazon Q).
    • Redacted call recording: A version of the recording where sensitive information (such as credit card numbers or personal data) is automatically removed. Redaction is done by Amazon Connect Contact Lens (not Amazon Q).
    • Don't include call recording: No recording is saved or added to the Zendesk ticket. This option is generally not applicable, as Contact Center requires Amazon Connect to function. Therefore, you should use this setting only in exceptional cases. If recording is enabled, the audio file is automatically attached to the corresponding Zendesk ticket for reference.
  4. Click Save.

Configuring call transcription

To configure call transcripts
  1. Click the Zendesk product menu in the top bar, then select Contact center.
  2. Under General, click Tickets.
  3. Under Include call transcript on the ticket, select one of the following options:
    • Unredacted call transcript: A full transcript of the call without any redaction. This is processed by Amazon Connect Contact Lens.
    • Redacted call transcript: A text version of the call with sensitive content redacted. Redaction is done by Amazon Connect Contact Lens.
    • No call transcript: No transcription is generated or attached to the Zendesk ticket. This is the preferred option if transcriptions are not required.
  4. Click Save.
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