AWS connect documentation change
Summary
Added email contact support to analytics configuration, expanded channel options, and added email-specific analytics documentation
Security assessment
Documents expansion of sensitive data redaction and analytics features to email contacts. Includes configuration details for security-related redaction features but doesn't indicate any vulnerability remediation.
Diff
diff --git a/connect/latest/adminguide/set-recording-analytics-processing-behavior.md b/connect/latest/adminguide/set-recording-analytics-processing-behavior.md index fc55123c1..7bb70a67a 100644 --- a//connect/latest/adminguide/set-recording-analytics-processing-behavior.md +++ b//connect/latest/adminguide/set-recording-analytics-processing-behavior.md @@ -17 +17 @@ There are two actions supported as part of this block: - * **Set recording and analytics behavior** \- this allows customers to configure recording and analytics behavior for voice and chat contacts, along with screen recording behavior. + * **Set recording and analytics behavior** \- this allows customers to configure recording and analytics behavior for voice, chat, and email contacts, along with screen recording behavior. @@ -33 +33 @@ Set message processing | Yes | No | No | No -Set recording and analytics behavior | Yes | No | Yes (only for screen recording behavior) | Yes +Set recording and analytics behavior | Yes | Yes | Yes (only for screen recording behavior) | Yes @@ -78 +78 @@ The following guide will discuss the **Set recording and analytics** action in t - * You can configure Contact Lens analytics settings for chat and voice contacts. For pricing information, see [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). This includes: + * You can configure Contact Lens analytics settings for voice, chat, and email contacts. For pricing information, see [Amazon Connect Pricing](https://aws.amazon.com/connect/pricing/). This includes: @@ -89 +89 @@ The following guide will discuss the **Set recording and analytics** action in t -This action enables Contact Lens conversational analytics on a contact. For more information, see [Analyze conversations using conversational analytics](./analyze-conversations.html). This action currently supports Chat, Voice and Tasks media channel types. However, for tasks, you are only able to configure screen recording behavior. Therefore, in the channel dropdown for this action, you will see the following three options: +This action enables Contact Lens conversational analytics on a contact. For more information, see [Analyze conversations using conversational analytics](./analyze-conversations.html). This action currently supports Chat, Email, Voice, and Tasks media channel types. However, for tasks, you are only able to configure screen recording behavior. Therefore, in the channel dropdown for this action, you will see the following options: @@ -91 +91 @@ This action enables Contact Lens conversational analytics on a contact. For more - + @@ -119,0 +120,21 @@ Once conversational analytics is enabled, you can configure settings such as lan +#### Email + +As shown in the following image, when you select the Email channel, you can enable and configure conversational analytics for email contacts. Because email contacts are asynchronous, analysis is initiated when the email contact is received, rather than following the real-time and post-contact model used for voice and chat. + + + +The email analytics settings include: + + * **Language** : Select the language of the email content. You can dynamically set the language using contact attributes. For instructions, see [Dynamically enable redaction based on the customer's language](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html#dynamically-enable-analytics-contact-flow). + + * **Conversational Analytics Redaction** : Choose whether to redact sensitive data such as names, addresses, and credit card information from the email transcript. For more information, see [Enable redaction of sensitive data](https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html#enable-redaction). + + * **Contact Lens Generative AI capabilities** : Enable contact summaries for email contacts. For more information, see [View generative AI-powered post-contact summaries](https://docs.aws.amazon.com/connect/latest/adminguide/view-generative-ai-contact-summaries.html). + + + + +###### Note + +Sentiment analysis is not available for email contacts at this time. +