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Deploy two CloudFormation stacks to bring Amazon Connect Contact Lens analytics into Operata — sentiment scores, talk ratios, keyword detections, and rule-triggered events — correlated with the Contact Trace Records (CTRs) the Cloud Collector already streams.

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Before you start

  • An Operata account with Admin role.
  • An Amazon Connect integration already streaming Contact Trace Records to Operata. Contact Lens layers onto the same data path.
  • Contact Lens enabled in your Amazon Connect instance and on the contact flows you want to analyze.
  • AWS IAM permissions to deploy CloudFormation in the region hosting your Amazon Connect instance.
  • A current Operata subscription that includes Playbook 9 (Experience Insights).
Operata never receives Contact Lens transcripts. The integration forwards summary metrics and rule-triggered events only. Transcripts stay in your AWS account.

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Steps

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1. Pick which Contact Lens stack to deploy

Operata ships two independent CloudFormation stacks for Contact Lens. Deploy one or both. Both stacks deliver into the same Operata account and correlate with the Contact Trace Records the Cloud Collector already ships.

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2. Send Operata the install details

Operata builds custom CloudFormation templates once you provide:
  • ConnectRecordingsBucketName — the S3 bucket holding your Amazon Connect call recordings. Use the bucket name only, up to the first /. Find it in the AWS console under Amazon Connect → Data storage.
  • Lambda VPC details — the VPC ID and private subnet IDs the Contact Lens Lambda needs. Skip this if you do not require VPC deployment.
  • Amazon Connect instance ARN — for example, arn:aws:connect:ap-southeast-2:083560123456:instance/8f3b9a12-2b6b-4a07-8d33-c6f7b21a4ab0.
Operata responds with two quick-create links and your Operata Group ID.

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3. Deploy the Summary stack

Open the Summary quick-create link Operata sent. Paste your Operata API token into the API key parameter — create one under Settings → Config → API in the Operata console and label it CL_Integration. Acknowledge the IAM resource creation, then Create stack. The stack takes around five minutes. CloudFormation creates the Kinesis stream that backs the integration, the EventBridge Pipe, the S3-to-Kinesis processor Lambda, the API destination, the Secrets Manager secret, and the IAM roles. See IAM policies for the role contract.

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4. Deploy the Operata Rules stack

If you also want the Operata rule pack, open the second quick-create link. The Rules stack creates one EventBridge Rule that watches for Contact Lens events whose actionName is prefixed with operata_ and forwards them to your Operata account. Any Contact Lens rule you author later whose name starts with operata_ flows through this same EventBridge Rule — no additional deploy needed.

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5. Place a test call

Make or receive a call through your Amazon Connect CCP. Close the contact when the call ends — Contact Lens summary data is only generated on close. Confirm the Agent Experience Collector extension is installed in the agent’s browser and that the CCP URL matches the instance you installed the stacks against.

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Verify

In the Operata console, open Playbook 9 (Experience Insights). Your test contact appears with Contact Lens sentiment, words-per-minute, and any triggered rules within 15 minutes of contact close. If nothing appears after 15 minutes, check the EventBridge Pipe and the S3-to-Kinesis Lambda in CloudWatch Logs, then work through Troubleshooting.