Enable speech analytics so that Contact Lens generates real-time transcripts during a
call, and post-call analytics after the conversation has ended. Although speech analytics is
enabled in Salesforce-provided contact flows and subflows, verify the setting in case things have
changed.
Required Editions
Repeat these steps for each contact flow and subflow for which you want to enable
speech analytics.
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Launch Amazon Connect.
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Select .
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Click the SCV flow you want to enable with speech analytics.
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In the Set recording and analytics behavior flow block, verify that these options are
selected.
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Enable Contact Lens conversational analytics
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Enable speech analytics
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Real-time and post-call analytics
If you don’t enable these options, transcription doesn’t work.
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Click Save.
