Connect Analytics Diagnostics

Amazon Connect Contact Lens & Wisdom Diagnostics

When to use

Any Amazon Connect Contact Lens or Wisdom investigation — Contact Lens enablement, real-time analytics, sentiment analysis, transcription, category rules, custom vocabulary, Wisdom knowledge bases, search, evaluation forms, screen recording, data lake export, or S3 output configuration.

Investigation workflow

Step 1 — Collect and triage

aws connect list-instances --query 'InstanceSummaryList[*].{Id:Id,Arn:Arn,InstanceAlias:InstanceAlias,InstanceStatus:InstanceStatus}'
aws connect list-contact-flow-modules --instance-id <instance-id>
aws connect describe-instance --instance-id <instance-id> --query '{InstanceId:Instance.Id,ContactLensEnabled:Instance.StatusReason}'

Step 2 — Domain deep dive

aws connect describe-contact --instance-id <instance-id> --contact-id <contact-id>
aws connect list-realtime-contact-analysis-segments-v2 --instance-id <instance-id> --contact-id <contact-id> --output-type Raw --segment-types Transcript Categories
aws wisdom list-knowledge-bases

Step 3 — Detailed investigation

aws cloudtrail lookup-events --lookup-attributes AttributeKey=EventSource,AttributeValue=connect.amazonaws.com --max-results 20
aws connect list-rules --instance-id <instance-id> --publish-status PUBLISHED
aws s3 ls s3://<connect-bucket>/connect/<instance-alias>/ContactLens/

Read references/guardrails.md before concluding on any Contact Lens or Wisdom issue.

Tool quick reference

Gotchas: Amazon Connect Contact Lens & Wisdom

• Contact Lens must be enabled at the instance level AND in the contact flow. Both are required — enabling one without the other produces no analytics.
• Real-time analytics are available ONLY during active calls. Post-contact analytics are available after the call ends and processing completes (typically 5-15 minutes).
• Sentiment analysis provides per-turn and overall sentiment scores. Scores range from -5 (most negative) to +5 (most positive). Neutral is around 0.
• Transcription accuracy depends on audio quality, language, accents, and background noise. Custom vocabulary can improve accuracy for domain-specific terms.
• Category rules use pattern matching on transcripts. Rules are evaluated post-contact unless configured for real-time. Real-time rules have latency.
• Wisdom knowledge bases ingest content from S3, ServiceNow, Salesforce, or other connectors. Content must be indexed before it is searchable.
• Screen recording requires agent desktop configuration and storage in S3. It is separate from call recording and has its own storage and retention settings.

Anti-hallucination rules

1. Always cite specific instance IDs, contact IDs, or API responses as evidence.
2. Contact Lens requires BOTH instance-level enablement AND contact flow configuration. Never suggest one alone is sufficient.
3. Real-time analytics are only available during active calls. Never suggest accessing real-time data for completed contacts.
4. Wisdom and Contact Lens are separate features. Never conflate knowledge base search with sentiment analysis.
5. Spend no more than 2 minutes on any single hypothesis. Pivot if inconclusive.

14 runbooks