Analyze transcripts and sentiments for the Amazon Connect phone channel

  • Release version: Australia
  • Updated March 12, 2026
  • 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

    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 ITSM.

    Procedure

    1. Navigate to All > Workspace Optimization for ITSM > Manager Workspace.
    2. Select an interaction record for analysis.
      To analyze call transcripts and sentimentsDo this
      From Channels
      Note:
      You can view the call transcripts and sentiments for all interactions that were closed today.
      1. Click Amazon Connect (Phone).
      2. From the All Interaction tab, select an interaction record.
      From Teams
      1. Select a team.
      2. Select a user.
      3. Click the Interactions tab.
      4. 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 Assessment tab.
      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 ITSM.