Configuring call recording and transcription in Contact Center

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<p id="docs-hc-snippet" style="display: none;">This article covers the call recording and transcription settings for Contact Center. Based on your settings, call data, such as audio files and transcripts, can be added to the Zendesk ticket associated with a call.</p>
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<p id="docs-ai-summary-content">You can add call recordings and transcripts to tickets for later review, with options for unredacted or redacted content to protect sensitive data. This helps you keep a record of customer calls, support QA, and post-call analysis. Call recording and transcription rely on Amazon Connect Contact Lens, and you can also choose not to attach audio or transcripts when they are not needed.</p>
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<p class="p">This article covers the call recording and transcription settings for Contact Center. Based
on your settings, call data, such as audio files and transcripts, can be added to the Zendesk
ticket associated with a call.</p>
<p class="p">These call recording and transcription options use Amazon Connect Contact Lens, which you
must configure separately in your Amazon Console and within Connect Contact flows. For more
information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9459081200538" target="_blank">Setting up Contact Center for call recording and
transcription</a>.</p>
<p class="p">If you don't want to use Contact Lens, and you have Zendesk QA, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9475134529050" target="_blank">use Zendesk QA for call transcriptions</a> for post-call analyses
only.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_n2g_2jm_yfc__ul_s3p_klm_yfc">
<li class="li"><a class="xref" href="#record">Configuring call recording</a></li>
<li class="li"><a class="xref" href="#transcript">Configuring call transcription</a></li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="record">
<h2 class="title topictitle2" id="ariaid-title2">Configuring call recording</h2>
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<strong class="ph b">To configure call recording and transcripts</strong><ol class="ol" id="record__ol_gzp_zlm_yfc">
<li class="li">Click the Zendesk product menu in the top bar, then select <strong class="ph b">Contact center</strong>.</li>
<li class="li">Under <strong class="ph b">General</strong>, click <strong class="ph b">Tickets</strong>.</li>
<li class="li">Under <strong class="ph b">Include call recording on the ticket</strong>, select one of the following
options:<ul class="ul" id="record__ul_n3y_2vj_sjc">
<li class="li">
<strong class="ph b">Unredacted call recording</strong>: A full recording of the call, without
information removed. This uses the native recording functionality in Amazon Connect
(not Amazon Q).</li>
<li class="li">
<strong class="ph b">Redacted call recording</strong>: A version of the recording where sensitive
information (such as credit card numbers or personal data) is automatically removed.
Redaction is done by Amazon Connect Contact Lens (not Amazon Q).</li>
<li class="li">
<strong class="ph b">Don't include call recording</strong>: No recording is saved or added to the Zendesk
ticket. This option is generally not applicable, as Contact Center requires Amazon
Connect to function. Therefore, you should use this setting only in exceptional
cases. If recording is enabled, the audio file is automatically attached to the
corresponding Zendesk ticket for reference.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="transcript">
<h2 class="title topictitle2" id="ariaid-title3">Configuring call transcription</h2>
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<strong class="ph b">To configure call transcripts</strong><ol class="ol" id="transcript__ol_aw4_4vj_sjc">
<li class="li">Click the Zendesk product menu in the top bar, then select <strong class="ph b">Contact center</strong>.</li>
<li class="li">Under <strong class="ph b">General</strong>, click <strong class="ph b">Tickets</strong>.</li>
<li class="li">Under <strong class="ph b">Include call transcript on the ticket</strong>, select one of the following
options:<ul class="ul" id="transcript__ul_ahj_dlm_yfc">
<li class="li">
<strong class="ph b">Unredacted call transcript</strong>: A full transcript of the call without any
redaction. This is processed by Amazon Connect Contact Lens.</li>
<li class="li">
<strong class="ph b">Redacted call transcript</strong>: A text version of the call with sensitive content
redacted. Redaction is done by Amazon Connect Contact Lens.</li>
<li class="li">
<strong class="ph b">No call transcript</strong>: No transcription is generated or attached to the
Zendesk ticket. This is the preferred option if transcriptions are not
required.</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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