Hi everyone,
I'm working on an integration between Amazon Connect and ServiceNow Voice.
Current Scenerio:
- Voice calls from Amazon Connect are landing correctly in the ITSM Agent Workspace as Voice Interactions.
- Customer transcripts are being posted in real time using Amazon Kinesis → AWS Lambda → ServiceNow Voice Interaction Messages API,and they appear immediately in the Call transcript tab of workspace.
- However, agent transcripts are not updating in real time.
Issue:
unlike the Customer transcript, the agent Transcript is not updated and appear in real time
The agent transcript becomes visible only in one of the following scenarios:
- After the call ends and the interaction is reloaded.
- If the same interaction is opened from another account or another browser session while the call is still in progress.
Questions:
- How does ServiceNow Voice update the Conversation in call transcript panel in real time?
- Is there any ServiceNow script, Script Include, Workspace component, event or any other component responsible for pushing transcript updates to the Agent Workspace? If so How can find that responsible component.
- Solution to get Agent transcript in call transcript panel in real time
Please Help me to find the solution and understand the architecture.
