Call transcript and contact Lens analysis results not showing on Interaction

[Paul Ciarfella]

I have configured an Amazon Connect instance with my Vancouver SN instance for ITSM.

When viewing Service Operations Workspace Call Analysis tab after the call completes I can see and play the call recording.  However, I do not see the transcript and sentiment analysis - "We're processing the call transcript.  This may take a minute or two".  The transcript and analysis is visible in Connect, so Contact Lens is running.

Any advice on where to troubleshoot?

Also, the Sentiment Trend, Customer Sentiment and Talk Time widgets under Call Analysis say no content avaiable and not configured yet.   Are these only for CSM?

[Paul Ciarfella · Accepted solution]

I don't have a root cause for this problem, but I created another Connect installation with another ServiceNow instance and it is working fine.  I can't find the error in my setup but it may have something to do with the the ARNs that I entered in SN for the S3 buckets in use ... the S3 bucket ARN input should be something like "amazon-connect-xxxxxxx" and not the full path ARN (amazon-connect-xxxxx/conect/instance/callRecordings.