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Add-on Zendesk for Contact Center

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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 contact, Zendesk for Contact Center can display a live transcript of the interaction. Contact Center utilises AWS Contact Lens to perform transcription.

To turn on live voice transcripts

In order to use live voice transcripts your CloudFormation Stack must be v5.46.0 (or later).

  1. Ensure that Contact Lens is turned on by following these instructions.
  2. Within the Contact Lens settings, turn on the Real-time and post-call analytics option.
  3. On the Settings page, select the Workflows tab.
  4. Select the relevant workflow and click Edit workflow.
  5. Scroll down to the Voice Transcripts section.
  6. Select the Real-time option.
  7. Click Save workflow.
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