AWS connect documentation change
Summary
Added email analytics support and configuration steps to Contact Lens conversational analytics documentation
Security assessment
The changes document email analytics configuration including redaction of sensitive data and generative AI summaries. While redaction is a security feature, there's no evidence this addresses an existing vulnerability. This adds documentation for security-adjacent features rather than fixing security issues.
Diff
diff --git a/connect/latest/adminguide/enable-analytics.md b/connect/latest/adminguide/enable-analytics.md index ffcc0b4d0..266b6625e 100644 --- a//connect/latest/adminguide/enable-analytics.md +++ b//connect/latest/adminguide/enable-analytics.md @@ -5 +5 @@ -Important things to knowEnable Contact Lens for your Amazon Connect instanceEnable call recording and speech analyticsEnable chat analyticsEnable redactionReview redaction for accuracyDisable sentiment analysisDynamically enable redaction based on the customer's languageDesign a flow for key highlightsWhat if the flow block fails to enable conversational analytics?Multi-party calls +Important things to knowEnable Contact Lens for your Amazon Connect instanceEnable call recording and speech analyticsEnable chat analyticsEnable email analyticsEnable redactionReview redaction for accuracyDisable sentiment analysisDynamically enable redaction based on the customer's languageDesign a flow for key highlightsWhat if the flow block fails to enable conversational analytics?Multi-party calls @@ -13 +13 @@ You can enable Contact Lens conversational analytics in a few steps: - 2. Add a [Set recording and analytics behavior](./set-recording-behavior.html) block to a flow, and configure it to enable conversational analytics for voice, chat, or both. + 2. Add a [Set recording and analytics behavior](./set-recording-behavior.html) block to a flow, and configure it to enable conversational analytics for voice, chat, email, or a combination of channels. @@ -22 +22 @@ The following image shows a block that's configured for call recording and speec -The procedures in this topic describe the steps to enable conversational analytics for calls or chats. +The procedures in this topic describe the steps to enable conversational analytics for calls, chats, or emails. @@ -33,0 +34,2 @@ The procedures in this topic describe the steps to enable conversational analyti + * Enable email analytics + @@ -59 +61 @@ For [queue-to-queue transfers](./queue-to-queue-transfer.html) the configuration - * When you choose a language that is supported by sentiment analysis, AND select **Enable Contact Lens speech analytics** or **Enable chat analytics** in the [Set recording and analytics behavior](./set-recording-behavior.html) block, sentiment analysis is enabled by default. You can choose to disable sentiment analysis. + * When you choose a language that is supported by sentiment analysis, AND select **Enable Contact Lens speech analytics** , **Enable chat analytics** , or **Enable email analytics** in the [Set recording and analytics behavior](./set-recording-behavior.html) block, sentiment analysis is enabled by default. You can choose to disable sentiment analysis. @@ -146,0 +149,27 @@ For instructions on choosing the language and redaction dynamically, see Dynamic +## Enable email analytics + +You can enable Contact Lens conversational analytics for email contacts to automatically categorize emails, redact sensitive data, and generate contact summaries. + + 1. In the flow designer, add a [Set recording, analytics and processing behavior](./set-recording-analytics-processing-behavior.html) block to your inbound email flow. Place the block before the email contact is routed to a queue or agent. + + 2. Open the block properties. For **Action** , choose **Set recording and analytics behavior**. + + 3. For **Channel** , choose **Email**. + + 4. Under **Analytics** , choose **Enable Contact Lens conversational analytics** , and **Enable email analytics**. + +If you don't see this option, Amazon Connect Contact Lens hasn't been enabled for your instance. For instructions to enable it, see Enable Contact Lens for your Amazon Connect instance. + + 5. Choose from the [list of available languages](./supported-languages.html#supported-languages-contact-lens). + + 6. Optionally, enable redaction of sensitive data. For more information, see Enable redaction. + + 7. Optionally, under **Contact Lens Generative AI capabilities** , enable **Contact summary** to generate summaries for email contacts. + + 8. Choose **Save**. + + 9. If the email contact is going to be transferred to another agent or queue, repeat these steps to add another [Set recording, analytics and processing behavior](./set-recording-analytics-processing-behavior.html) block with **Enable Contact Lens for conversational analytics** enabled. + + + +