Download recordings and transcripts of past conversations in Amazon Connect
These are the steps that a manager does to download past recordings or transcripts of conversations.
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If the contact reached you by phone call (the Voice channel), you can download a .wav file.
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If the contact reached you by chat (the Chat channel), you can download a .json file.
Tip
To have Amazon Connect create transcripts of phone calls, see the Contact Lens feature.
Download a voice recording as a .wav file
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Log in to the Amazon Connect admin website with a user account that has permissions to access recordings.
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In Amazon Connect choose Analytics and optimization, Contact search.
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Filter the list of contacts by date, agent login, phone number, or other criteria. Choose Search.
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Conversations that were recorded have icons in the Recording/Transcript column. If you don't have the appropriate permissions, you won't see these icons.
The following image shows what the icons look like for a voice recording. Note the play icon that indicates it's a voice recording.
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Choose the Download icon, as shown in the following image.
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A voice recording is saved automatically to your Downloads folder as a .wav file.
The following image shows a list of .wav files in a Downloads folder. The name of the .wav file is the contact ID.
Tip
In the recording, you may hear only the agent, only the customer, or both the agent and customer. This is determined by how the Set recording and analytics behavior block is configured.
Download a chat transcript as a .json file
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The following image shows what the icons look like for a chat transcript.
A chat transcript is saved to the Downloads folder as a .json file.
The following image shows a .json file in the Downloads folder. The name of the .json file is the contact ID.
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To view a downloaded chat transcript, right-click the .json file, and then open it with another app that enables you to view the contents in a readable format.
The following image shows a sample downloaded transcript that has been opened using Firefox. The image shows the middle of the transcript, where the agent and customer are chatting.
Events in a chat transcript
If you have a process that consumes events in S3 transcripts, note that chat transcripts contain the following event content types if the event has occurred during the chat session:
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application/vnd.amazonaws.connect.event.participant.left -
application/vnd.amazonaws.connect.event.participant.joined -
application/vnd.amazonaws.connect.event.chat.ended -
application/vnd.amazonaws.connect.event.transfer.succeeded -
application/vnd.amazonaws.connect.event.transfer.failed
