Amazon Connect + ServiceNow Voice: Agent transcript not showing in real Time with Kinesis trigger.

[shobana_n]

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:

1. How does ServiceNow Voice update the Conversation in call transcript panel in real time?
   
2. 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.
   
3. Solution to get Agent transcript in call transcript panel in real time

Please Help me to find the solution and understand the architecture.

[Paulsylo]

HI @shobana_n  - i have one question, when i am trying to connect AWS it ask for this details, what is the detail we need to give voice client id, which one do you gave in your configuration.