Loading
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Verify That Contact Lens Speech Analytics Is Enabled

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Verify That Contact Lens Speech Analytics Is Enabled

            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

            View supported editions.

            Repeat these steps for each contact flow and subflow for which you want to enable speech analytics.

            1. Launch Amazon Connect.
            2. Select Routing | Flows.
            3. Click the SCV flow you want to enable with speech analytics.
            4. In the Set recording and analytics behavior flow block, verify that these options are selected.
              • Enable Contact Lens conversational analytics
              • Enable speech analytics
              • Real-time and post-call analytics

              If you don’t enable these options, transcription doesn’t work.

            5. Click Save.
             
            Loading
            Salesforce Help | Article