This article explains how call recordings and transcripts are handled between Zendesk for Contact Center and Zendesk. Based on your configuration settings, call data such as audio files and transcripts can be written back to the Zendesk ticket associated with a call.
You can also choose to use Zendesk QA instead of Amazon Connect Contact Lens to generate call transcripts.
Setting how your call recording are managed
To set how your call recordings are managed
- Go to the Zendesk ticket view, scroll down to the Zendesk for Contact Center call log under the Call Details section.
- Select a recording option from the drop-down menu provided for each call.
Recording options
The recording options consist in the following:
- Redacted Call Recording: A version of the recording where sensitive information (like credit card numbers or personal data) is automatically removed. This is handled entirely within Amazon Connect, with redaction and transcription powered by Amazon Connect Contact Lens (not Amazon Q).
- Unredacted Call Recording: A full recording of the call, with no information removed. This uses the native recording functionality in Amazon Connect. Amazon Q is not involved.
-
No Call Recording: No recording is saved or written back to the Zendesk ticket.
This option is generally not applicable because Zendesk for Contact Center requires Amazon Connect to function. Therefore, this setting should only be used in exceptional cases.
Note: If recording is enabled, the audio file is automatically attached and stored on the corresponding Zendesk ticket for reference.
Call transcript options
The following settings determine whether and how the call is transcribed and logged:
- Redacted Call Transcript: A text version of the call with sensitive content redacted. This is powered by Amazon Connect Contact Lens.
- Unredacted Call Transcript: A full transcript of the call without any redaction. Also processed through Amazon Connect Contact Lens.
- No Call Transcript: No transcription is generated or attached to the Zendesk ticket. This is the preferred option if transcriptions are not required.
These options do not automatically enable Amazon Connect Contact Lens. You must configure it separately in your Amazon Console and within Connect Contact Flows.
Using Zendesk QA to generate transcripts
If your Zendesk account has Zendesk QA enabled (this must be procured separately), it can be used to generate call transcriptions and summaries from call recordings stored in Zendesk tickets by the Zendesk for Contact Center app.
This option provides post-call transcription integrated directly into Zendesk and does not require Amazon Connect Contact Lens. This makes it a suitable option for teams prioritizing Zendesk-native workflows and cost-effective QA solutions.
However, it’s important to note that Zendesk QA does not support real-time transcription, sentiment analysis, or audio redaction. If these capabilities are essential to your contact center operations, Amazon Connect Contact Lens remains the recommended solution.
Choosing between Zendesk QA and Contact Lens is a decision based on your operational needs and cost considerations.
Here's a comparison of the two options:
For help deciding which option is right for your team, reach out to your Zendesk or Local Measure representative.
Requirements for using Zendesk QA for transcripts
The following are the requirements to get transcripts from Zendesk QA rather than Contact Lens:
- AWS CloudFormation stack version 6.29.0
- Call recording must still be enabled in Amazon Connect
- The Call Recording & Analytics flow block in Amazon Connect must be added to all relevant contact flows
- Zendesk QA must be licensed and configured
Note: Disabling Amazon Connect Contact Lens transcription requires more than toggling off related settings. Ensure that Amazon Connect Contact Lens is not configured in your contact flows if you intend ton using only Zendesk QA for transcription.
Keys points for using Zendesk QA for transcripts
When Amazon Connect records a voice call, the resulting audio file is attached to the corresponding Zendesk ticket. If you use Zendesk QA, transcripts are generated after the call has ended using the audio recording. Amazon Connect Contact Lens is not involved.
Key points:
- Without Amazon Connect Contact Lens, no transcription is performed prior to attaching the call recording to a Zendesk ticket. This means that any agents who can access the ticket can access the unredacted call recording.
- Call transcription using Zendesk QA occurs post-call.
- Transcripts are based on the recorded audio file from Amazon Connect.
- Transcription and analysis are fully integrated into the Zendesk environment.
- Amazon Connect Contact Lens is not required for this process.
- Without Amazon Connect Contact Lens (and real time transcription), you cannot use the Local Measure Smart Tools while on a voice contact.
Note: Amazon Connect only redacts call transcripts using Amazon Connect Contact Lens. If Amazon Connect Contact Lens is not enabled, the call recording won't be redacted.
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