Setting up Contact Center for live voice call transcription (app)

<body>
<p id="docs-hc-snippet" style="display: none;">When on a voice call, the Contact Center application can display a live transcript of the interaction. Contact Center uses AWS Contact Lens to perform transcription.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="addon_contact-center">
<table>
<tbody>
<tr>
<td>
<strong>Add-on</strong>
</td>
<td>Contact Center</td>
</tr>
</tbody>
</table>
</div>

</div>
<div id="docs-ai-summary">
<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can turn on live voice call transcription in the Contact Center app so agents see real-time call transcripts during calls. It uses AWS Contact Lens, requires CloudFormation Stack v5.46.0 or later, and may add transcription costs. Enable Contact Lens, choose real-time analytics, and set your workflow’s Voice Transcripts to Real-time.</p>
</div>

<div class="body">

<p class="p">When on a voice call, the Contact Center application can display a live transcript of the
interaction. Contact Center uses AWS Contact Lens to perform transcription.</p>
<div class="p">To use live voice transcripts, your CloudFormation Stack must be v5.46.0 or
later.<div class="note note">
<span class="notetitle">Note:</span> There are additional usage costs involved in transcribing phone calls.
If you manage your own Amazon Connect instance, see <a class="xref" href="https://aws.amazon.com/products/connect/customer/pricing/" target="_blank">Amazon Connect Customer pricing</a>. Otherwise, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10263112119066" target="_blank">Understanding Contact Center
billing</a>.</div>
</div>
<p class="p"><strong class="ph b">To turn on live voice transcripts</strong></p>
<ol class="ol" id="rjs1__ol_zs2_q3h_pgc">
<li class="li">Ensure that <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html" target="_blank">Contact Lens is turned on</a>.</li>
<li class="li">Within the Contact Lens settings, select the <strong class="ph b">Real-time and post-call
analytics</strong> option.</li>
<li class="li">In the Contact Center app's admin settings, select <strong class="ph b">Settings</strong>, then select the
<strong class="ph b">Workflows</strong> tab.</li>
<li class="li">Select the relevant workflow, then click <strong class="ph b">Edit workflow</strong>.</li>
<li class="li">Scroll down to the <strong class="ph b">Voice Transcripts</strong> section, then select the
<strong class="ph b">Real-time</strong> option.</li>
<li class="li">Click <strong class="ph b">Save workflow</strong>.</li>
</ol>
<p class="p">For more information, see <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/enable-analytics.html" target="_blank">Enable conversational analytics in Amazon
Connect Contact Lens</a>.</p>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696174623770",
"url": "https://support.zendesk.com/hc/en-us/articles/9696174623770",
"headline": "Setting up Contact Center for live voice call transcription (app)",
"description": "You can enable live voice call transcription by turning on Contact Lens, selecting real-time analytics, and setting the workflow\u2019s Voice Transcripts option to Real-time.",
"articleSection": "Setting up Contact Center",
"datePublished": "2025-09-09T20:19:01+00:00",
"dateModified": "2026-08-29T22:12:08.994371+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/9696174623770"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com",
"softwareAddOn": {
"@type": "SoftwareApplication",
"name": "Contact Center",
"@id": "https://support.zendesk.com/hc/en-us/sections/9248688983706"
}
}
}</script><script id="ai-summary-script">
//<![CDATA[
const ai_summary_style = document.createElement('style');
ai_summary_style.innerHTML = `#styled-article-body{padding:0 0 0}#article-body #docs-ai-summary{background-color:#f3f3f3;border:1px solid #d3d3d3;padding:10px 10px 6px;margin-bottom:16px}#article-body #docs-ai-summary #docs-ai-summary-toggle{font-size:.9em;font-weight:700;margin-bottom:4px;cursor:pointer;display:flex;justify-content:space-between;align-items:center}#article-body #docs-ai-summary #docs-ai-summary-toggle #up-triangle{margin-left:auto;padding-right:10px;display:none}#article-body #docs-ai-summary #docs-ai-summary-toggle #down-triangle{margin-left:auto;padding-right:10px}#article-body #docs-ai-summary #docs-ai-summary-content{font-size:.9em;padding-left:25px;padding-right:25px;margin-bottom:12px}`;
document.head.appendChild(ai_summary_style);

const toggleAISummary = () => {
const summary = document.getElementById("docs-ai-summary-content");
const upTriangle = document.getElementById("up-triangle");
const downTriangle = document.getElementById("down-triangle");
if (summary.style.display === "none") {
summary.style.display = "block";
upTriangle.style.display = "none";
downTriangle.style.display = "inline";
} else {
summary.style.display = "none";
upTriangle.style.display = "inline";
downTriangle.style.display = "none";
}
};

document.getElementById("docs-ai-summary-toggle").addEventListener("click", toggleAISummary);
//]]>
</script>
</body>