When on a voice call, the Contact Center application can display a live transcript of the interaction. Contact Center uses AWS Contact Lens to perform transcription.

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Enable live voice transcripts to view real-time transcriptions of voice interactions using AWS Contact Lens. Ensure your CloudFormation Stack is version 5.46.0 or later. Activate Contact Lens and enable real-time analytics in its settings. Adjust the workflow settings to include real-time voice transcripts. This feature enhances your ability to monitor and respond to customer interactions effectively.

When on a voice call, the Contact Center application can display a live transcript of the interaction. Contact Center uses AWS Contact Lens to perform transcription.

To use live voice transcripts, your CloudFormation Stack must be v5.46.0 or later.
Note: There are additional usage costs involved in transcribing phone calls. If you manage your own Amazon Connect instance, see Amazon Connect Customer pricing. Otherwise, see Understanding Contact Center billing.

To turn on live voice transcripts

  1. Ensure that Contact Lens is turned on.
  2. Within the Contact Lens settings, select the Real-time and post-call analytics option.
  3. In the Contact Center app's admin settings, select Settings, then select the Workflows tab.
  4. Select the relevant workflow, then click Edit workflow.
  5. Scroll down to the Voice Transcripts section, then select the Real-time option.
  6. Click Save workflow.

For more information, see Enable conversational analytics in Amazon Connect Contact Lens.

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