Analyze transcripts and sentiments for the Amazon Connect phone channel

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.

    Before you begin

    Important:
    Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    Role required: sn_cti_core.user_manager

    About this task

    When an agent interacts with an external caller, the call gets recorded and transcribed. The application tags every statement within a transcript with a sentiment score. After a call has been completed, a sentiment report is automatically generated.
    Note:
    The manager must have an active session with Amazon Connect to view the transcripts and sentiments. The transcripts and sentiments are generated in the Amazon Connect application. They are then displayed in the Channels application in Workforce Optimization for Customer Service.

    Procedure

    1. Navigate to Workspaces > Manager Workspace.
    2. Select an interaction record to analyze transcripts and sentiments.
      To analyze call transcripts and sentimentsDo this
      From Channels
      Note:
      You can view call transcripts and sentiments for all interactions that were closed today.
      1. Click the Channels (Channels icon.) icon.
      2. Click Amazon Connect (Phone).
      3. Select an interaction record.
      From Teams
      1. Click the Teams icon (Teams icon.).
      2. Select a team.
      3. Select a user.
      4. Select a KPI.
      5. Select an interaction record.
      From Coaching
      Note:
      When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions.
      1. Click the Coaching (Coaching icon.) icon.
      2. Click the Active Assessments tab.
      3. Select an assessment.
      From Lists
      1. Click the Lists (Lists icon.)icon.
      2. Select an interaction record.
    3. Click Call Analysis.
      The Amazon Connect application generates the interactions and sentiment analysis of those interactions and displays them as a report in Workforce Optimization for Customer Service.
    4. Optional: Analyze transcripts and sentiments for the Amazon Connect phone channel and assign training to coach the agents.