In general, getting started with Contact Lens for Amazon Connect is easy. You can configure which calls to analyse in the contact flow settings by checking the Contact Lens for Amazon Connect option in the “Set Call Recording Behaviour” block. Once this is completed, Contact Lens for Amazon Connect will start analysing your specified calls automatically.

By default, Contact Lens is enabled in new instances of Amazon Connect. For an existing instance, to enable Contact Lens, you need to make sure an Amazon S3 bucket is specified for call recordings. This is where the transcripts will be stored as well. Detailed steps for enabling Contact Lens in a contact flow are below.

1. Add the Set Call recording and analytics behavior block to a contact flow.
2. In the contact block, under Call recording, choose On, Agent and customer. You need both agent and customer call recordings to use Content Lens.
3. Select Enable analytics. If you don’t see this option, Contact Lens for Amazon Connect hasn’t been enabled for your instance.
4. Choose the language.
5. Choose Save.

Please note that Contact Lens for Amazon Connect is in preview release and is subject to change.