Enable conversational analytics in Connect Customer conversational analytics

Publisher

Amazon Web Services

URL

https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html

Published

unknown

Updated

unknown

Accessed

2026-09-25

HTTP status

200

License

AWS documentation terms; no-redistribution; short excerpts and locators only

Source notes citing this source

• For new Amazon Connect flows, the Set recording, analytics and processing behavior block replaces the Set recording and analytics behavior block; the older block stays supported in existing flows and the enablement steps are equivalent. in context
• Contact Lens speech analytics for voice requires call recording set to On with Agent and Customer in the Set recording and analytics behavior block. in context
• If the Set recording and analytics behavior block fails to enable conversational analytics on a contact, AWS says to check the flow logs for the error. in context
• Before a flow can enable Contact Lens conversational analytics, it must be enabled on the instance in the Amazon Connect console under Analytics tools. in context
• Choosing Real-time analytics provides real-time insights during the call plus post-call analytics, while Post-call analytics only analyzes after the call and After Contact Work and gives the best transcription accuracy. in context
• A transfer creates a second contact ID and contact record, so another Set recording and analytics behavior block with analytics enabled is needed to keep Contact Lens running after a transfer (queue-to-queue transfers copy the configuration). in context
• Contact Lens supports calls with up to two participants; with more parties, transcription and analytics quality can degrade, and AWS recommends disabling analytics for multi-party or third-party calls. in context

Cite this source record

APA

WarmTransfer. (2026, September 25). Enable conversational analytics in Connect Customer conversational analytics. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-enable-analytics

BibTeX

@misc{warmtransfer-aws-connect-enable-analytics,
  title  = {Enable conversational analytics in Connect Customer conversational analytics},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-enable-analytics},
  note   = {Amazon Web Services, accessed 2026-09-25}
}