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Using Voice › Using Channel Management › Channel Management › Workforce Optimization for Customer Service › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Analyze Amazon Connect transcripts and sentiments

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 Customer Service.

Procedure

  1. Navigate to Workspaces > Manager Workspace.

  2. Select an interaction record to analyze transcripts and sentiments.

To analyze call transcripts and sentimentsDo this
From Channels

Note: You can view call transcripts and sentiments for all interactions that were closed today.

  1. Click the Channels (
    Image omitted: channels-new.png
    Channels icon.) icon.</li>
  2. Click Amazon Connect (Phone).
  3. Select an interaction record.
From Teams1. Click the Teams icon \(
Image omitted: teams-new.png
Teams icon.\).
2. Select a team. 3. Select a user. 4. Select a KPI. 5. Select an interaction record.
From Coaching

Note: When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions.

  1. Click the Coaching (
    Image omitted: coaching-new.png
    Coaching icon.) icon.</li>
  2. Click the Active Assessments tab.
  3. Select an assessment.
From Lists1. Click the Lists \(
Image omitted: list-new.png
Lists icon.\)icon.
2. Select an interaction record.

  1. 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 Customer Service.

    In the CSM Configurable Workspace, agents use the Call Analysis tab to review calls, transcripts, and sentiment analysis. The recording playback widget is available if the agent's Amazon Connect security profile is configured to enable access to call recordings.

  2. Analyze Amazon Connect transcripts and sentiments and assign training to coach the agents.

Parent Topic:Using Voice with Workforce Optimization for Customer Service