Analyze transcripts and sentiments for the Amazon Connect phone channel
Analyze your agent's call recordings, transcripts, and sentiment reports. With this information, you can assess the call quality and train your agents to handle calls better in the future.
Before you begin
Role required: sn_cti_core.user_manager
About this task
When an agent interacts with an external caller, the call gets recorded and transcribed. The application tags every statement within a transcript with a sentiment score. After a call has been completed, a sentiment report is automatically generated.
Note: The manager must have an active session with Amazon Connect to view the transcripts and sentiments. The transcripts and sentiments are generated in the Amazon Connect application. They are then displayed in the Channels application in Workforce Optimization for ITSM.
Procedure
Navigate to All > Workspace Optimization for ITSM > Manager Workspace.
Select an interaction record for analysis.
| To analyze call transcripts and sentiments | Do this |
|---|---|
| From Channels | Note: You can view the call transcripts and sentiments for all interactions that were closed today.
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| From Teams |
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| From Coaching | Note: When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions.
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Click Call Analysis.
The Amazon Connect application generates the interactions and sentiment analysis of those interactions and displays them as a report in Workforce Optimization for ITSM.
Parent Topic:Using Voice with Workforce Optimization for ITSM