Flow block in Amazon Connect: Start media streaming
This topic defines the flow block for capturing what the customer hears and says during a contact. You can then analyze this information for training or determining customer sentiment.
Description
Captures what the customer hears and says during a contact. You can then perform analysis on the audio streams to:
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Determine customer sentiment.
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Use the audio for training purposes.
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Identify and flag abusive callers.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
| Channel | Supported? |
|---|---|
Voice |
Yes |
Chat |
No - Error branch |
Task |
No - Error branch |
No - Error branch |
Flow types
You can use this block in the following flow types:
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Inbound flow
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Customer Queue flow
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Customer Whisper flow
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Outbound Whisper flow
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Transfer to Agent flow
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Transfer to Queue flow
Properties
The following image shows the Properties page of the Start media streaming block. It has two options: start the stream from the customer or to the customer.
Configuration tips
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You must enable live media streaming in your instance to successfully capture customer audio. For instructions, see Set up live media streaming of customer audio in Amazon Connect.
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Customer audio is captured until a Stop media streaming block is invoked, even if the contact is passed to another flow.
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You must use a Stop media streaming block to stop media streaming.
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If this block is triggered during a chat conversation, the contact is routed down the Error branch.
Configured block
The following image shows an example of what this block looks like when it is configured. It has the following branches: Success and Error.
Sample flows
Amazon Connect includes a set of sample flows. For instructions that explain how to access the sample flows in the flow designer, see Sample flows in Amazon Connect. Following are topics that describe the sample flows which include this block.
Example flow for testing live media streaming in Amazon Connect
