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Call Analysis not displaying on Service Operations Workspace, but does using Agent Workspace

Mondiniho
Tera Expert

‎04-05-2024 09:19 AM

We have an Amazon Connect integration, and the call analysis information works fine when using the Agent Workspace view of the interaction, but looking at the same interaction on the Service Operations Workspace gives us a

 

DesKing_0-1712333953222.png

 

 

I can see the analysis.json, transcript.txt and contact-trace-record.json on the SOW view , but not rendered or the recording available

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mugi-san
Kilo Sage

‎11-25-2025 05:08 PM

Hi, @Mondiniho .

Please check the contents of the Interaction record XML and verify whether it is linked to the corresponding 'sn_openframe_phone_log' for the conversation.

 

regards.

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