Example Contact Lens output files for a call - Amazon Connect

Example Contact Lens output files for a call

The following sections provide examples of the output that results when Contact Lens detects issues, matches categories, indicates loudness, and redacts sensitive data.

Expand each section to learn more.

The following example shows the schema for a call that Contact Lens has analyzed. The example shows loudness, issue detection, call drivers, and the information that will be redacted.

Note the following about the analyzed file:

  • It doesn't indicate which sensitive data were redacted. All data are referred to as PII (personally identifiable information).

  • Each turn includes a Redaction section only if it includes PII.

  • If a Redaction section exists, it includes the offset in milliseconds. In a .wav file, the redacted portion will be silence. If desired, you can use the offset to replace the silence with something else, such as a beep.

  • If two or more PII redactions exist in a turn, the first offset applies to the first PII, the second offset applies to the second PII, and so on.

{
    "Version": "1.1.0",    
    "AccountId": "your AWS account ID",
    "Channel": "VOICE",
    "ContentMetadata": {
        "Output": "Raw" 
    },
    "JobStatus": "COMPLETED",
    "LanguageCode": "en-US",
    "Participants": [
        {
            "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
            "ParticipantRole": "CUSTOMER"
        },
        
        {
            "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
            "ParticipantRole": "AGENT"
        }
    ],
    "Categories": {
        "MatchedCategories": ["Cancellation"],
        "MatchedDetails": {
            "Cancellation": {
                "PointsOfInterest": [
                    {
                        "BeginOffsetMillis": 7370,
                        "EndOffsetMillis": 11190
                    }
                ]
            }
        }
    },
    "ConversationCharacteristics": {
       "ContactSummary": {
            "PostContactSummary": {
             "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
             }
        },
       "TotalConversationDurationMillis": 32110,
        "Sentiment": {
            "OverallSentiment": {
                "AGENT": 0,
                "CUSTOMER": 3.1
            },
            "SentimentByPeriod": {
                "QUARTER": {
                    "AGENT": [
                        {
                            "BeginOffsetMillis": 0,
                            "EndOffsetMillis": 7427,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 7427,
                            "EndOffsetMillis": 14855,
                            "Score": -5
                        },
                        {
                            "BeginOffsetMillis": 14855,
                            "EndOffsetMillis": 22282,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 22282,
                            "EndOffsetMillis": 29710,
                            "Score": 5
                        }
                    ],
                    "CUSTOMER": [
                        {
                            "BeginOffsetMillis": 0,
                            "EndOffsetMillis": 8027,
                            "Score": -2.5
                        },
                        {
                            "BeginOffsetMillis": 8027,
                            "EndOffsetMillis": 16055,
                            "Score": 5
                        },
                        {
                            "BeginOffsetMillis": 16055,
                            "EndOffsetMillis": 24082,
                            "Score": 5
                        },
                        {
                            "BeginOffsetMillis": 24082,
                            "EndOffsetMillis": 32110,
                            "Score": 5
                        }
                    ]
                }
            }
        },
        "Interruptions": {
          "InterruptionsByInterrupter": {
              "CUSTOMER": [
                  {
                      "BeginOffsetMillis": 10710,
                      "DurationMillis": 3790,
                      "EndOffsetMillis": 14500
                  }
              ],
              "AGENT": [
                  {
                      "BeginOffsetMillis": 10710,
                      "DurationMillis": 3790,
                      "EndOffsetMillis": 14500
                  }
              ]
          },
          "TotalCount": 2,
          "TotalTimeMillis": 7580
        },
        "NonTalkTime": {
            "TotalTimeMillis": 0,
            "Instances": []
        },
        "TalkSpeed": {
            "DetailsByParticipant": {
                "AGENT": {
                    "AverageWordsPerMinute": 239
                },
                "CUSTOMER": {
                    "AverageWordsPerMinute": 163
                }
            }
        },
        "TalkTime": {
            "TotalTimeMillis": 28698,
            "DetailsByParticipant": {
                "AGENT": {
                    "TotalTimeMillis": 15079
                },
                "CUSTOMER": {
                    "TotalTimeMillis": 13619
                }
            }
        }
    },
    "CustomModels": [
        {    // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html             
             "Type": "TRANSCRIPTION_VOCABULARY",
             "Name": "ProductNames",  
             "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field
        }
    ],
    "Transcript": [
        {
            "BeginOffsetMillis": 0,
            "Content": "Okay.",
            "EndOffsetMillis": 90,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                79.27
            ]
        },
        {
            "BeginOffsetMillis": 160,
            "Content": "Just hello. My name is Peter and help.",
            "EndOffsetMillis": 4640,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                66.56,
                40.06,
                85.27,
                82.22,
                77.66
            ],
            "Redaction": {
                "RedactedTimestamps": [
                    {
                        "BeginOffsetMillis": 3290,
                        "EndOffsetMillis": 3620
                    }
                ]
            }
        },
        {
            "BeginOffsetMillis": 4640,
            "Content": "Hello. Peter, how can I help you?",
            "EndOffsetMillis": 6610,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                70.23,
                73.05,
                71.8
            ],
            "Redaction": {
                "RedactedTimestamps": [
                    {
                        "BeginOffsetMillis": 5100,
                        "EndOffsetMillis": 5450
                    }
                ]
            }
        },
        {
            "BeginOffsetMillis": 7370,
            "Content": "I need to cancel. I want to cancel my plan subscription.",
            "EndOffsetMillis": 11190,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "NEGATIVE",
            "LoudnessScore": [
                77.18,
                79.59,
                85.23,
                81.08,
                73.99
            ],
            "IssuesDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 0,
                        "EndOffsetChar": 55
                    },
                    "Text": "I need to cancel. I want to cancel my plan subscription"
                }
            ]
        },
        {
            "BeginOffsetMillis": 11220,
            "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.",
            "EndOffsetMillis": 15210,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEGATIVE",
            "LoudnessScore": [
                75.92,
                75.79,
                80.31,
                80.44,
                76.31
            ]
        },
        {
            "BeginOffsetMillis": 15840,
            "Content": "That sounds interesting. Thank you accept.",
            "EndOffsetMillis": 18120,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                73.77,
                79.17,
                77.97,
                79.29
            ]
        },
        {
            "BeginOffsetMillis": 18310,
            "Content": "Alright, I made all the changes to the account and now these discounts applied.",
            "EndOffsetMillis": 21820,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                83.88,
                86.75,
                86.97,
                86.11
            ],
            "OutcomesDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 9,
                        "EndOffsetChar": 77
                    },
                    "Text": "I made all the changes to the account and now these discounts applied"
                }
            ]
        },
        {
            "BeginOffsetMillis": 22610,
            "Content": "Awesome. Thank you so much.",
            "EndOffsetMillis": 24140,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                79.11,
                81.7,
                78.15
            ]
        },
        {
            "BeginOffsetMillis": 24120,
            "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.",
            "EndOffsetMillis": 29710,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                87.07,
                83.96,
                76.38,
                88.38,
                87.69,
                76.6
            ],
            "ActionItemsDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 12,
                        "EndOffsetChar": 102
                    },
                    "Text": "I will send you all the details later today and call you back next week to check up on you"
                }
            ]
        },
        {
            "BeginOffsetMillis": 30580,
            "Content": "Thank you. Sir. Have a nice evening.",
            "EndOffsetMillis": 32110,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                81.42,
                82.29,
                73.29
            ]
        }
    ]    
    }
}

This section shows an example redacted file for a call. It's a twin of the original analyzed file. The only difference is that sensitive data are redacted. In this example, three entities were selected for redaction: "CREDIT_DEBIT_NUMBER", "NAME", "USERNAME".

In this example, RedactionMaskMode is set to PII. When an entity is redacted, Contact Lens replaces it with [PII]. If it were set to ENTITY_TYPE, Contact Lens would replace the data with the name of the entity, for example, [CREDIT_DEBIT_NUMBER].

{
    "Version": "1.1.0", 
    "AccountId": "your AWS account ID",
    "ContentMetadata": {
        "Output": "Redacted",
        "RedactionTypes": ["PII"],
        "RedactionTypesMetadata": {
            "PII": {
                "RedactionEntitiesRequested": ["CREDIT_DEBIT_NUMBER", "NAME", "USERNAME"],
                "RedactionMaskMode": "PII" // if you were to choose ENTITY_TYPE instead, the redaction would say, for example, [NAME]
            }
        }
    },
    "Channel": "VOICE",
    "JobStatus": "COMPLETED",
    "LanguageCode": "en-US",
    "Participants": [
        {
            "ParticipantId": "e9b36a6d-12aa-4c21-9745-1881648ecfc8",
            "ParticipantRole": "CUSTOMER"
        },
        
        {
            "ParticipantId": "f36a545d-67b2-4fd4-89fb-896136b609a7",
            "ParticipantRole": "AGENT"
        }
    ],
    "Categories": {
        "MatchedCategories": ["Cancellation"],
        "MatchedDetails": {
            "Cancellation": {
                "PointsOfInterest": [
                    {
                        "BeginOffsetMillis": 7370,
                        "EndOffsetMillis": 11190
                    }
                ]
            }
        }
    }, 
    "ConversationCharacteristics": {
         "ContactSummary": {
               "PostContactSummary": {
                 "Content": "The customer and agent's conversation did not have any clear issues, outcomes or next steps. Agent verified customer information and finished the call."
                }
        },
        "TotalConversationDurationMillis": 32110,
        "Sentiment": {
            "OverallSentiment": {
                "AGENT": 0,
                "CUSTOMER": 3.1
            },
            "SentimentByPeriod": {
                "QUARTER": {
                    "AGENT": [
                        {
                            "BeginOffsetMillis": 0,
                            "EndOffsetMillis": 7427,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 7427,
                            "EndOffsetMillis": 14855,
                            "Score": -5
                        },
                        {
                            "BeginOffsetMillis": 14855,
                            "EndOffsetMillis": 22282,
                            "Score": 0
                        },
                        {
                            "BeginOffsetMillis": 22282,
                            "EndOffsetMillis": 29710,
                            "Score": 5
                        }
                    ],
                    "CUSTOMER": [
                        {
                            "BeginOffsetMillis": 0,
                            "EndOffsetMillis": 8027,
                            "Score": -2.5
                        },
                        {
                            "BeginOffsetMillis": 8027,
                            "EndOffsetMillis": 16055,
                            "Score": 5
                        },
                        {
                            "BeginOffsetMillis": 16055,
                            "EndOffsetMillis": 24082,
                            "Score": 5
                        },
                        {
                            "BeginOffsetMillis": 24082,
                            "EndOffsetMillis": 32110,
                            "Score": 5
                        }
                    ]
                }
            }
        },
        "Interruptions": {
          "InterruptionsByInterrupter": {
              "CUSTOMER": [
                  {
                      "BeginOffsetMillis": 10710,
                      "DurationMillis": 3790,
                      "EndOffsetMillis": 14500
                  }
              ],
              "AGENT": [
                  {
                      "BeginOffsetMillis": 10710,
                      "DurationMillis": 3790,
                      "EndOffsetMillis": 14500
                  }
              ]
          },
          "TotalCount": 2,
          "TotalTimeMillis": 7580
        },  
        "NonTalkTime": {
            "TotalTimeMillis": 0,
            "Instances": []
        },
        "TalkSpeed": {
            "DetailsByParticipant": {
                "AGENT": {
                    "AverageWordsPerMinute": 239
                },
                "CUSTOMER": {
                    "AverageWordsPerMinute": 163
                }
            }
        },
        "TalkTime": {
            "TotalTimeMillis": 28698,
            "DetailsByParticipant": {
                "AGENT": {
                    "TotalTimeMillis": 15079
                },
                "CUSTOMER": {
                    "TotalTimeMillis": 13619
                }
            }
        }
    },
    "CustomModels": [
        {   // set via https://docs.aws.amazon.com/connect/latest/adminguide/add-custom-vocabulary.html
             "Type": "TRANSCRIPTION_VOCABULARY",
             "Name": "ProductNames",  
             "Id": "4e14b0db-f00a-451a-8847-f6dbf76ae415" // optional field
        }
    ],  
    "Transcript": [
        {
            "BeginOffsetMillis": 0,
            "Content": "Okay.",
            "EndOffsetMillis": 90,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                79.27
            ]
        },
        {
            "BeginOffsetMillis": 160,
            "Content": "Just hello. My name is [PII] and help.",  
            "EndOffsetMillis": 4640,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                66.56,
                40.06,
                85.27,
                82.22,
                77.66
            ],
            "Redaction": {
                "RedactedTimestamps": [
                    {
                        "BeginOffsetMillis": 3290,
                        "EndOffsetMillis": 3620
                    }
                ]
            }
        },
        {
            "BeginOffsetMillis": 4640,
            "Content": "Hello. [PII], how can I help you?",
            "EndOffsetMillis": 6610,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                70.23,
                73.05,
                71.8
            ],
            "Redaction": {
                "RedactedTimestamps": [
                    {
                        "BeginOffsetMillis": 5100,
                        "EndOffsetMillis": 5450
                    }
                ]
            }
        },
        {
            "BeginOffsetMillis": 7370,
            "Content": "I need to cancel. I want to cancel my plan subscription.",
            "EndOffsetMillis": 11190,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "NEGATIVE",
            "LoudnessScore": [
                77.18,
                79.59,
                85.23,
                81.08,
                73.99
            ],
            "IssuesDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 0,
                        "EndOffsetChar": 55
                    },
                    "Text": "I need to cancel. I want to cancel my plan subscription"
                }
            ]
        },
        {
            "BeginOffsetMillis": 11220,
            "Content": "That sounds very bad. I can offer a 20% discount to make you stay with us.",
            "EndOffsetMillis": 15210,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEGATIVE",
            "LoudnessScore": [
                75.92,
                75.79,
                80.31,
                80.44,
                76.31
            ]
        },
        {
            "BeginOffsetMillis": 15840,
            "Content": "That sounds interesting. Thank you accept.",
            "EndOffsetMillis": 18120,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                73.77,
                79.17,
                77.97,
                79.29
            ]
        },
        {
            "BeginOffsetMillis": 18310,
            "Content": "Alright, I made all the changes to the account and now these discounts applied.",
            "EndOffsetMillis": 21820,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "NEUTRAL",
            "LoudnessScore": [
                83.88,
                86.75,
                86.97,
                86.11
            ],
            "OutcomesDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 9,
                        "EndOffsetChar": 77
                    },
                    "Text": "I made all the changes to the account and now these discounts applied"
                }
            ]
        },
        {
            "BeginOffsetMillis": 22610,
            "Content": "Awesome. Thank you so much.",
            "EndOffsetMillis": 24140,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                79.11,
                81.7,
                78.15
            ]
        },
        {
            "BeginOffsetMillis": 24120,
            "Content": "No worries. I will send you all the details later today and call you back next week to check up on you.",
            "EndOffsetMillis": 29710,
            "Id": "the ID of the turn",
            "ParticipantId": "AGENT",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                87.07,
                83.96,
                76.38,
                88.38,
                87.69,
                76.6
            ],
            "ActionItemsDetected": [
                {
                    "CharacterOffsets": {
                        "BeginOffsetChar": 12,
                        "EndOffsetChar": 102
                    },
                    "Text": "I will send you all the details later today and call you back next week to check up on you"
                }
            ]
        },
        {
            "BeginOffsetMillis": 30580,
            "Content": "Thank you. Sir. Have a nice evening.",
            "EndOffsetMillis": 32110,
            "Id": "the ID of the turn",
            "ParticipantId": "CUSTOMER",
            "Sentiment": "POSITIVE",
            "LoudnessScore": [
                81.42,
                82.29,
                73.29
            ]
        }
    ]    
}