Service Cloud Voice Implementation Guide

Overview
Examples of Common Use Cases
Telephony Integration API
Toolkit API
Connect API
AWS Lambda Functions
How to Use Lambda Functions
Authentication
InvokeSalesforceRestApiFunction
InvokeTelephonyIntegrationApiFunction
ContactLensConsumerFunction
ContactLensProcessorFunction
ContactDataSync
CTRDataSyncFunction
HandleContactEvents
PostCallAnalysisTriggerFunction
RealtimeAlertLambda
VoiceMailAudioProcessingFunction
VoiceMailPackagingFunction
VoiceMailTranscribeFunction
kvsConsumerTrigger
kvsTranscriber
Query AWS Lambda Functions to Analyze a Voice Call
Amazon Connect Flows
Amazon CloudWatch Monitoring
Limits and Scaling
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PostCallAnalysisTriggerFunction Lambda Function

This Lambda function automatically gets sentiment data from a contact center’s Amazon S3 bucket for post-call analysis.

Configuration: This function is available to Service Cloud Voice customers who are using an Amazon Connect instance that’s provided by Salesforce. This Lambda is installed with Service Cloud Voice contact center version 11.0 or later. See Update Your Contact Center for more details. No additional configuration is necessary. See a sample version of the invokeTelephonyIntegrationApi Lambda function in GitHub.

Usage: You don’t need to call this function manually.

When set up, an Amazon EventBridge rule automatically triggers these actions.
  1. The PostCallAnalysis Lambda function reads the post-call intelligence files from the contact center Amazon S3 bucket.
  2. The PostCallAnalysis Lambda function parses the signal data in the files and reshapes it for the Salesforce Telephony Integration API to consume.
  3. The Telephony Integration API saves the signals in the Salesforce database, ready to use for post-call sentiment analysis.