AWS connect documentation change
Summary
Added email analytics support with sensitive data redaction and categorization
Security assessment
The update introduces email analytics capabilities including automatic sensitive data redaction, which enhances data protection but does not address a specific vulnerability.
Diff
diff --git a/connect/latest/adminguide/analyze-conversations.md b/connect/latest/adminguide/analyze-conversations.md index afdff73a5..334dbecdb 100644 --- a//connect/latest/adminguide/analyze-conversations.md +++ b//connect/latest/adminguide/analyze-conversations.md @@ -5 +5 @@ -Sample Contact details page for a callSample Contact details page for real-time chat analyticsSample Contact details page for post-chat analytics +Sample Contact details page for a callSample Contact details page for real-time chat analyticsSample Contact details page for post-chat analyticsSample Contact details page for email analytics @@ -9 +9 @@ Sample Contact details page for a callSample Contact details page for real-time -With Contact Lens conversational analytics, you can analyze conversations between customers and agents or customers and conversational AI, across voice and chat, using natural language processing. Conversational analytics performs sentiment analysis, detects issues, and enables you to automatically categorize contacts. +With Contact Lens conversational analytics, you can analyze conversations between customers and agents or customers and conversational AI, across voice, chat, and email, using natural language processing. Conversational analytics performs sentiment analysis, detects issues, and enables you to automatically categorize contacts. @@ -25,0 +26,10 @@ With Contact Lens conversational analytics, you can analyze conversations betwee + * Each processed chat message is charged the same way. While not all messages may have all features applied (for example, summarization is applied to `text/plain` messages only), if Contact Lens conversational analytics is enabled on the contact, the message is counted for billing. For more information about pricing, see [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). + + + + +###### Email analytics support + + * **Email analytics** : Use to analyze email conversations between customers and agents. Contact Lens automatically categorizes email contacts, redacts sensitive data from email transcripts, and generates contact summaries. This helps you understand email conversation trends and ensure compliance across your email channel. + + * Because email contacts are asynchronous, with one participant acting at a time, the real-time and post-contact distinction that applies to voice and chat does not apply to email. An email analysis is initiated as soon as the [Flow block in Amazon Connect: Set recording, analytics and processing behavior](./set-recording-analytics-processing-behavior.html) is used when an email contact is received or sent. @@ -29 +38,0 @@ With Contact Lens conversational analytics, you can analyze conversations betwee -Each processed chat message is charged the same way. While not all messages may have all features applied (for example, summarization is applied to `text/plain` messages only), if Contact Lens conversational analytics is enabled on the contact, the message is counted for billing. For more information about pricing, see [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). @@ -67,0 +77,6 @@ The following image shows the next section on the **Contact details** page for a +## Sample Contact details page for email analytics + +The following image shows the conversational analytics for an email contact. Email analytics includes categorization, sensitive data redaction, and contact summaries. Because email contacts are asynchronous, there are no real-time analytics or sentiment scores. + + +