# Post-call analytics with real-time transcriptions
Post-call analytics is an optional feature available with real-time Call Analytics transcriptions. In addition to the standard [real-time analytics insights](call-analytics-streaming.md#call-analytics-insights-streaming), post-call analytics provides you with the following:
+ **Action items**: Lists any action items identified in the call
+ **Interruptions**: Measures if and when one participant cuts off the other participant midsentence
+ **Issues**: Provides the issues identified in the call
+ **Loudness**: Measures the volume at which each participant is speaking
+ **Non-talk time**: Measures periods of time that do not contain speech
+ **Outcomes**: Provides the outcome, or resolution, identified in the call
+ **Talk speed**: Measures the speed at which both participants are speaking
+ **Talk time**: Measures the amount of time (in milliseconds) each participant spoke during the call
When enabled, post-call analytics from an audio stream produces a transcript similar to a [post-call analytics from an audio file](call-analytics-batch.md) and stores it in the Amazon S3 bucket specified in `OutputLocation`. Additionally, post-call analytics records your audio stream and saves it as an audio file (`WAV` format) in the same Amazon S3 bucket. If you enable redaction, a redacted transcript and a redacted audio file are also stored in the specified Amazon S3 bucket. Enabling post-call analytics with your audio stream produces between two and four files, as described here:
+ If redaction is **not** enabled, your output files are:
1. An unredacted transcript
1. An unredacted audio file
+ If redaction is enabled **without** the unredacted option (`redacted`), your output files are:
1. A redacted transcript
1. A redacted audio file
+ If redaction is enabled **with** the unredacted option (`redacted_and_unredacted`), your output files are:
1. A redacted transcript
1. A redacted audio file
1. An unredacted transcript
1. An unredacted audio file
Note that if you enable post-call analytics ([https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_PostCallAnalyticsSettings.html](https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_PostCallAnalyticsSettings.html)) with your request, and you're using `FLAC` or `OPUS-OGG` media, you **do not** get `loudnessScore` in your transcript and no audio recordings of your stream are created. Transcribe may also not be able to provide post-call analytics for long-running audio streams lasting longer than 90 minutes.
For more information on the insights available with post-call analytics for audio streams, refer to the [post-call analytics insights](call-analytics-batch.md#call-analytics-insights-batch) section.
**Tip**
If you enable post-call analytics with your real-time Call Analytics request, all of your `POST_CALL` and `REAL-TIME` categories are applied to your post-call analytics transcription.
## Enabling post-call analytics
To enable post-call analytics, you must include the [https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_PostCallAnalyticsSettings.html](https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_PostCallAnalyticsSettings.html) parameter in your real-time Call Analytics request. The following parameters must be included when `PostCallAnalyticsSettings` is enabled:
+ `OutputLocation`: The Amazon S3 bucket where you want your post-call transcript stored.
+ `DataAccessRoleArn`: The Amazon Resource Name (ARN) of the Amazon S3 role that has permissions to access the specified Amazon S3 bucket. Note that you must also use the [Trust policy for real-time analytics](security_iam_id-based-policy-examples.md#trust-policy).
If you want a redacted version of your transcript, you can include `ContentRedactionOutput` or `ContentRedactionType` in your request. For more information on these parameters, see [https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_StartCallAnalyticsStreamTranscription.html](https://docs.aws.amazon.com/transcribe/latest/APIReference/API_streaming_StartCallAnalyticsStreamTranscription.html) in the API Reference.
To start a real-time Call Analytics transcription with post-call analytics enabled, you can use the **AWS Management Console** (demo only), **HTTP/2**, or **WebSockets**. For examples, see [Starting a real-time Call Analytics transcription](tca-start-stream.md).
**Important**
Currently, the AWS Management Console only offers a demo for real-time Call Analytics with pre-loaded audio examples. If you want to use your own audio, you must use the API (HTTP/2, WebSockets, or an SDK).
## Example post-call analytics output
Post-call transcripts are displayed in a turn-by-turn format by segment. They include call characteristics, sentiment, call summarization, issue detection, and (optionally) PII redaction. If any of your post-call categories are a match to the audio content, these are also present in your output.
To increase accuracy and further customize your transcripts to your use case, such as including industry-specific terms, add [custom vocabularies](custom-vocabulary.md) or [custom language models](custom-language-models.md) to your Call Analytics request. To mask, remove, or tag words you don't want in your transcription results, such as profanity, add [vocabulary filtering](vocabulary-filtering.md).
Here is a compiled post-call analytics output example:
```
{
"JobStatus": "COMPLETED",
"LanguageCode": "en-US",
"AccountId": "1234567890",
"Channel": "VOICE",
"Participants": [{
"ParticipantRole": "AGENT"
},
{
"ParticipantRole": "CUSTOMER"
}],
"SessionId": "12a3b45c-de6f-78g9-0123-45h6ab78c901",
"ContentMetadata": {
"Output": "Raw"
}
"Transcript": [{
"LoudnessScores": [
78.63,
78.37,
77.98,
74.18
],
"Content": "[PII], my name is [PII], how can I help?",
...
"Content": "Well, I would like to cancel my recipe subscription.",
"IssuesDetected": [{
"CharacterOffsets": {
"Begin": 7,
"End": 51
}
}],
...
"Content": "That's very sad to hear. Can I offer you a 50% discount to have you stay with us?",
"Id": "649afe93-1e59-4ae9-a3ba-a0a613868f5d",
"BeginOffsetMillis": 12180,
"EndOffsetMillis": 16960,
"Sentiment": "NEGATIVE",
"ParticipantRole": "AGENT"
},
{
"LoudnessScores": [
80.22,
79.48,
82.81
],
"Content": "That is a very generous offer. And I accept.",
"Id": "f9266cba-34df-4ca8-9cea-4f62a52a7981",
"BeginOffsetMillis": 17140,
"EndOffsetMillis": 19860,
"Sentiment": "POSITIVE",
"ParticipantRole": "CUSTOMER"
},
...
"Content": "Wonderful. I made all changes to your account and now this discount is applied, please check.",
"OutcomesDetected": [{
"CharacterOffsets": {
"Begin": 12,
"End": 78
}
}],
...
"Content": "I will send an email with all the details to you today, and I will call you back next week to follow up. Have a wonderful evening.",
"Id": "78cd0923-cafd-44a5-a66e-09515796572f",
"BeginOffsetMillis": 31800,
"EndOffsetMillis": 39450,
"Sentiment": "POSITIVE",
"ParticipantRole": "AGENT"
},
{
"LoudnessScores": [
78.54,
68.76,
67.76
],
"Content": "Thank you very much, sir. Goodbye.",
"Id": "5c5e6be0-8349-4767-8447-986f995af7c3",
"BeginOffsetMillis": 40040,
"EndOffsetMillis": 42460,
"Sentiment": "POSITIVE",
"ParticipantRole": "CUSTOMER"
}
],
...
"Categories": {
"MatchedDetails": {
"positive-resolution": {
"PointsOfInterest": [{
"BeginOffsetMillis": 40040,
"EndOffsetMillis": 42460
}]
}
},
"MatchedCategories": [
"positive-resolution"
]
},
...
"ConversationCharacteristics": {
"NonTalkTime": {
"Instances": [],
"TotalTimeMillis": 0
},
"Interruptions": {
"TotalCount": 2,
"TotalTimeMillis": 10700,
"InterruptionsByInterrupter": {
"AGENT": [{
"BeginOffsetMillis": 26040,
"DurationMillis": 5510,
"EndOffsetMillis": 31550
}],
"CUSTOMER": [{
"BeginOffsetMillis": 770,
"DurationMillis": 5190,
"EndOffsetMillis": 5960
}]
}
},
"TotalConversationDurationMillis": 42460,
"Sentiment": {
"OverallSentiment": {
"AGENT": 2.5,
"CUSTOMER": 2.1
},
"SentimentByPeriod": {
"QUARTER": {
"AGENT": [{
"Score": 0.0,
"BeginOffsetMillis": 0,
"EndOffsetMillis": 9862
},
{
"Score": -5.0,
"BeginOffsetMillis": 9862,
"EndOffsetMillis": 19725
},
{
"Score": 5.0,
"BeginOffsetMillis": 19725,
"EndOffsetMillis": 29587
},
{
"Score": 5.0,
"BeginOffsetMillis": 29587,
"EndOffsetMillis": 39450
}
],
"CUSTOMER": [{
"Score": -2.5,
"BeginOffsetMillis": 0,
"EndOffsetMillis": 10615
},
{
"Score": 5.0,
"BeginOffsetMillis": 10615,
"EndOffsetMillis": 21230
},
{
"Score": 2.5,
"BeginOffsetMillis": 21230,
"EndOffsetMillis": 31845
},
{
"Score": 5.0,
"BeginOffsetMillis": 31845,
"EndOffsetMillis": 42460
}
]
}
}
},
"TalkSpeed": {
"DetailsByParticipant": {
"AGENT": {
"AverageWordsPerMinute": 150
},
"CUSTOMER": {
"AverageWordsPerMinute": 167
}
}
},
"TalkTime": {
"DetailsByParticipant": {
"AGENT": {
"TotalTimeMillis": 32750
},
"CUSTOMER": {
"TotalTimeMillis": 18010
}
},
"TotalTimeMillis": 50760
}
},
{{...}}
}
```