Amazon Connect Contact Lens Integration

Overview

The Operata Contact Lens integration enriches your contact center analytics by bringing Amazon Connect Contact Lens data directly into the Operata platform. This integration provides insights into:

Customer and agent sentiment analysis
Agent policy compliance monitoring
Script adherence tracking
Real-time conversation analytics

By correlating Contact Lens data with existing CX Observability metrics, you can gain comprehensive insights into the complete customer experience within your contact centers.

Integration Components

The integration uses two Operata-provided CloudFormation templates to capture different types of Contact Lens data:

Contact Lens Summary Integration
- Agent and customer sentiment scores
- Words per minute counts
- Talk/silence ratio percentages
- Customer-defined Contact Lens rules (real-time and post-call)
- Keyword and phrase detection
Operata Contact Lens Rules
- Pre-configured Operata-defined detection rules
- Real-time and post-call analysis capabilities

Important: Operata does not have visibility or access to call transcripts for privacy and security compliance.

Prerequisites

Before implementing this integration, ensure you have:

Amazon Connect Contact Lens enabled in your environment and contact flows
AWS Account with appropriate permissions
Active Operata subscription with Playbook 9 (Experience Insights) enabled
IAM permissions to deploy CloudFormation stacks (view required permissions)

Need help enabling Contact Lens? Visit the AWS Contact Lens service page for setup instructions.

Architecture Overview

Core Technologies

The integration leverages two key AWS services:

Amazon EventBridge Pipes: Secure event handling and rule-based metric forwarding
AWS Lambda: Serverless Contact Lens Record (CLR) detection and processing

Data Flow Diagrams

Contact Lens Summary Data Collection Contact Lens Summary Integration Flow

Contact Lens Event Data Collection Contact Lens Event Integration Flow

Deployed AWS Resources

The CloudFormation template provisions the following AWS services:

Service	Quantity	Purpose
EventBridge Pipe	1	Event processing pipeline
API Destination	1	Operata platform endpoint
IAM Role	1	Service permissions
IAM Policies	2	Access control policies
Lambda Function	1	Event processing logic
Secrets Manager Secret	1	API key storage

CloudFormation Resources

The CloudFormation stack creates and configures the following resources in your AWS environment:

Core Infrastructure

Resource	Type	Purpose
`operata-contact-lens-data-stream`	AWS::Kinesis::Stream	Streams Contact Lens Summary data from S3 to Operata via Lambda processing
`operataPipe`	AWS::Pipes::Pipe	EventBridge pipe that consumes Kinesis stream data and forwards to Operata
`ccv3-s3-kinesis-integrator`	AWS::Lambda::Function	Processes S3 event notifications from `Analysis/Voice/` folder

Event Management

Resource	Type	Purpose
`operataConnection`	AWS::Events::Connection	EventBridge connection for secure data transmission to Operata
`operataApiDestination`	AWS::Events::ApiDestination	API endpoint for sending Contact Lens data to Operata platform
`operataContactLensEventBridgeRule`	AWS::Events::Rule	Captures Contact Lens events with `operata_` prefixed action names

S3 Integration

Resource	Type	Purpose
`contactlensdatabucketNotifications<ID>`	Custom::S3BucketNotifications	Triggers Lambda function when Contact Lens files are created
`BucketNotificationsHandler<ID>`	AWS::Lambda::Function	AWS-generated function to handle S3 bucket notifications

Security & Access Management

Resource	Type	Purpose
`operataAPIKeySM`	AWS::SecretsManager::Secret	Securely stores Operata API key for group authentication
`operataApiDestinationEventsRole<ID>`	AWS::IAM::Role	Allows EventBridge to invoke API destinations
`operataEventBridgePipeRole`	AWS::IAM::Role	Grants EventBridge pipe access to Kinesis and API destinations
`operataEventBridgeKinesisPipeSourcePolicy`	AWS::IAM::Policy	Kinesis stream access permissions
`operataEventBridgePipeAPIDestinationPolicy`	AWS::IAM::Policy	API destination invocation permissions

Lambda Function Security

Resource	Type	Purpose
Lambda Service Role	AWS::IAM::Role	Grants Lambda access to S3, Kinesis, and network resources
Lambda Security Group	AWS::EC2::SecurityGroup	Network security for VPC-deployed Lambda (optional)

Lambda Function Permissions

The Lambda service role includes the following managed policies:

AWSLambdaBasicExecutionRole - Basic Lambda execution permissions
AWSLambdaVPCAccessExecutionRole - VPC access (when deployed in VPC)

Key IAM Policy Permissions

Kinesis Access Policy:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Action": [
        "kinesis:DescribeStream",
        "kinesis:DescribeStreamSummary",
        "kinesis:GetRecords",
        "kinesis:GetShardIterator",
        "kinesis:ListShards",
        "kinesis:ListStreams"
      ],
      "Resource": "arn:aws:kinesis:REGION:ACCOUNT:stream/STREAM_NAME",
      "Effect": "Allow"
    }
  ]
}

API Destination Policy:

{
  "Version": "2012-10-17",
  "Statement": [
    {
      "Action": "events:InvokeApiDestination",
      "Resource": "arn:aws:events:REGION:ACCOUNT:api-destination/ENDPOINT_NAME",
      "Effect": "Allow"
    }
  ]
}

Configuration Diagrams

Kinesis Stream Configuration Kinesis Stream Setup

Contact Lens EventBridge Rule Configuration

Security Group Configuration (VPC deployments only) Security Group Settings

Data Integration Details

Included Data Types

The integration captures comprehensive Contact Lens analytics while maintaining privacy compliance:

Contact Lens Summary Data

All post-call summary metrics and analytics
Excluded: Call transcripts (for privacy and security)
Reference: Amazon Connect Contact Lens output file structure

Contact Lens Event Data

Events generated by customer-defined rules
Events from Operata-defined detection rules
All rules configured with EventBridge destinations
Reference: Contact Lens EventBridge event structure

Data Processing Flow

Contact Lens Analysis: Amazon Connect processes calls and generates summary data
S3 Storage: Analysis results stored in designated S3 bucket under Analysis/Voice/ prefix
Event Trigger: S3 events automatically trigger the Lambda processor
Data Streaming: Lambda forwards relevant data to Kinesis stream
Operata Integration: EventBridge pipes deliver processed data to Operata platform

Cost Considerations

Deploying this integration incurs minimal AWS service costs. For detailed cost breakdown and estimation, see the charges documentation.

Primary cost factors:

Lambda execution time
Kinesis stream throughput
EventBridge event processing
Secrets Manager storage

Ready to get started? Follow our installation guide for step-by-step deployment instructions.