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Voice Insights

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Voice Insights

Getting Started

Advanced Analytics

Voice Insights currently supports the following custom Contact Attributes for Amazon Connect to enable more advanced reporting and analytics:
Custom Attributes
Name
Type
Default
Notes
nlx:transcription
boolean
false
If this value is true, Voice Insights will transcribe the call recording associated with the contact, if it exists.
nlx:min_transcription_length
integer (seconds) (>= 0)
not set
If a valid* value is set, Voice Insights will use this value to transcribe calls with interaction durations greater than or equal to it.
nlx:max_transcription_length
integer (seconds) (> 0)
not set
If a valid* value is set, Voice Insights will use this value to transcribe calls with interaction durations less than or equal to it.
nlx:audio_language
string
en-US
For supported values see the Language Codes reference table below.
nlx:resolution
boolean
not set
If this value is true, Voice Insights will mark the contact as resolved. This flag is used in computing First Contact Resolution.
nlx:csat_score
integer (1-5)
not set
If a valid* value is set, Voice Insights will use this value to compute the CSAT score metric.
nlx:nps_score
integer (0-10)
not set
If a valid* value is set, Voice Insights will use this value to compute the NPS score metric.
nlx:bot_id
string
not set
If a valid* NLX bot ID is set, then Voice Insights will pull the conversation history and analytics from conversations with this bot and link them with your contacts.
nlx:vocabulary_id
string
not set
If a valid* Vocabulary ID is set,  then Voice Insights will use that vocabulary to transcribe the contact.
nlx:custom_{label}
string
not set
You can send custom labels, such as nlx:custom_customerStatus = VIP, which would allow Voice Insights to provide analytics on these custom labels unique to your business.
* invalid attributes will be ignored or set to their default values.
While the Contact Attributes above provide more depth to your reporting and analytics, their setup is not mandatory for Voice Insights to function correctly.
Language Codes
Language Code
Language
af-ZA
Afrikaans (South Africa)
ar-AE
Arabic (U.A.E.)
ar-SA
Arabic (Saudi Arabia)
cy-GB
Welsh (United Kingdom)
da-DK
Danish (Denmark)
de-CH
German (Switzerland)
de-DE
German (Germany)
en-AB
English (Scotland)
en-AU
English (Australia)
en-GB
English (United Kingdom)
en-IE
English (Ireland)
en-IN
English (India)
en-US
English (United States)
en-WL
English (Wales)
es-ES
Spanish (Spain)
es-US
Spanish (United States)
fa-IR
Farsi (Iran)
fr-CA
French (Canada)
fr-FR
French (France)
If you require additional assistance with the advance set up, please contact us at [email protected].

Recordings

Transcriptions

Last modified 10mo ago

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Contents

Custom Attributes

Language Codes