Enable Contact Lens and Transcription in an Existing Contact Flow

Prerequisites

To run through this example, update your contact center to the latest version. To get the latest version of these contact flows, see Update Your Contact Center. If you don’t update your contact center, you can have older versions of the contact flows with different names.

Add the Recording Block

Add the “Set recording and analytics behavior” recording block to the inbound, outbound, and transfer contact flows. In the block, select Real-Time and post-call analytics in the block.

Newer versions of the sample contact flows already have this recording block. If it’s already added to your contact flows, you don’t have to add it again.

Older versions of the sample contact flows use transcription with Amazon Transcribe. To use transcription with Contact Lens instead, remove the Invoke AWS Lambda function block that contains the kvsConsumerTrigger Lambda function and replace it with this recording block with the option enabled.

To learn how to set the Contact Lens options, view the settings for this block in the latest, packaged contact flows, which are available in GitHub.

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