Verified AI summary ◀▼
Use QA to generate call transcripts and summaries from call recordings without Contact Lens. This option supports post-call transcription and integrates directly into your workflows. Note that it doesn't offer real-time transcription or audio redaction. Ensure your setup meets requirements like CloudFormation stack version 6.29.0 and call recording in Amazon Connect. Remember, PII and PCI data aren't redacted from recordings.
If your Zendesk account includes Zendesk QA, you can use it to generate call transcriptions and summaries from the call recordings that are stored on the Zendesk ticket from Contact Center. This allows for post-call analysis without using Amazon Connect Contact Lens.
Comparing Zendesk QA and Contact Lens
If you have Zendesk QA, you can use it to generate call transcripts without using Contact Lens. This option provides post-call transcription integrated directly into Zendesk, making it suitable for teams prioritizing Zendesk-native workflows.
However, it’s important to note that Zendesk QA does not support real-time transcription or audio redaction. Refer to the following table for a comparison of features.
| Feature | Zendesk QA | Contact Lens |
|---|---|---|
| Timing | Post-call only | Real-time and post call |
| Redaction | Available for transcriptions only (requires the Advanced Data Privacy and Protection add-on. | Available for transcripts and recordings |
| Sentiment analysis | Available | Available |
| Agent performance insights | Available | Available |
| Licensing | Native to Zendesk QA | Native to Contact Lens |
| Integration | Native to Zendesk | Native to Amazon Connect |
Requirements for using Zendesk QA for call transcriptions
You can use Zendesk QA to obtain call transcripts without using Contact Lens. To enable this, you must meet the following requirements:
- CloudFormation stack version 6.29.0 is required
- The Call Recording and Analytics flow block must be added to all relevant contact flows
- Call recording must be enabled in Amazon Connect
- Zendesk QA must be licensed and configured
Disabling Contact Lens transcription requires more than turning off related settings. Ensure that Contact Lens is not configured in your contact flows if you intend to use only Zendesk QA for call transcription.
Understanding call transcription using Zendesk QA without Contact Lens
When Amazon Connect records a voice call, the resulting audio file can be attached to the corresponding Zendesk ticket. If your team is using Zendesk QA, transcripts can be generated after the call has ended using the audio recording, without Contact Lens.
Consider the following points, if you are using Zendesk QA and not using Contact Lens for call transcription:
- Call transcription occurs after the call is completed.
- Call transcription does not occur prior to attaching the call recording to a Zendesk ticket, so any agents with access to the ticket can access the unredacted call recording.
- Transcripts are based on the recorded audio file from Amazon Connect.
- Transcription and analysis are fully integrated into the Zendesk environment.
- Personally Identifiable Information (PII) and Payment Card Industry (PCI) data is not redacted from call recording audio files. You need to delete call recording files separately to ensure PII and PCI data is not accessible to Zendesk users using the audio player in tickets.