> ## Documentation Index > Fetch the complete documentation index at: https://docs.operata.com/llms.txt > Use this file to discover all available pages before exploring further. # Contact Lens data > The Amazon Connect Contact Lens fields Operata captures — real-time events, post-call events, and post-processing summaries delivered by the Cloud Collector. Contact Lens is Amazon Connect's conversational-analytics feature: it scores sentiment, detects categories, and produces transcript-level analytics. The Cloud Collector ingests three Contact Lens payloads per Contact — a real-time event (per rule match), a post-call event (when the Contact ends), and a summary (when AWS finishes processing). Contact Lens collection is optional and requires the [Contact Lens integration](/docs/contact-lens-installation). Operata does not capture the Contact Lens call transcription content beyond the per-utterance entries shown in the summary payload schema below. To exclude transcript content entirely, configure the Contact Lens transcript redaction rule in your Amazon Connect instance. ## Schema Contact Lens for Amazon Connect emits three distinct payload shapes. The Cloud Collector forwards each to Operata as it arrives. ### Real-time event A real-time event fires every time a Contact Lens rule matches during an active Contact. ```json theme={null} { "groupId": "a28453f9-abab-cdcd-efef-84d9e67ac297", "data": { "account": "012345678910", "detail": { "actionName": "TestRealTimeEvent", "agentArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/agent/af6342c3-aaaa-bbbb-cccc-1871e5844c29", "contactArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/contact/f5aece6d-aaaa-bbbb-cccc-232fefce309a", "instanceArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5", "queueArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/queue/af6342c3-aaaa-bbbb-cccc-1871e5844c29", "ruleName": "realTimeTest", "version": "1.0" }, "detail-type": "Contact Lens Realtime Rules Matched", "id": "5ea9dae1-aaaa-bbbb-cccc-3475b9b51465", "region": "ap-southeast-2", "resources": [], "source": "aws.connect", "time": "2026-05-18T10:14:33Z", "version": "0" } } ``` ### Post-call event A post-call event fires once per matched rule after the Contact disconnects. ```json theme={null} { "groupId": "a28453f9-abab-cdcd-efef-84d9e67ac297", "data": { "version": "0", "id": "33ad0712-aaaa-bbbb-cccc-0e7dd9b77c0a", "detail-type": "Contact Lens Post Call Rules Matched", "source": "aws.connect", "account": "012345678910", "time": "2026-05-18T10:27:11Z", "region": "ap-southeast-2", "resources": [], "detail": { "ruleName": "postCallTest", "actionName": "testpostcall", "instanceArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5", "version": "1.0", "contactArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/contact/b21e4aae-aaaa-bbbb-cccc-3c517e3dc922", "agentArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/agent/af6342c3-aaaa-bbbb-cccc-1871e5844c29", "queueArn": "arn:aws:connect:ap-southeast-2:012345678910:instance/62e2306a-aaaa-bbbb-cccc-5a1508195aa5/queue/8092a344-aaaa-bbbb-cccc-2176c5aa0afe" } } } ``` ### Summary A summary payload arrives once Contact Lens finishes processing the Contact (typically within 15 minutes of disconnect). ```json theme={null} { "AccountId": "012345678910", "Categories": { "MatchedCategories": [], "MatchedDetails": {} }, "Channel": "VOICE", "ContentMetadata": { "Output": "Raw" }, "ConversationCharacteristics": { "Interruptions": { "InterruptionsByInterrupter": {}, "TotalCount": 0, "TotalTimeMillis": 0 }, "NonTalkTime": { "Instances": [], "TotalTimeMillis": 0 }, "Sentiment": { "OverallSentiment": { "CUSTOMER": 0 }, "SentimentByPeriod": { "QUARTER": { "CUSTOMER": [ { "BeginOffsetMillis": 0, "EndOffsetMillis": 3743, "Score": 0 } ] } } }, "TalkSpeed": { "DetailsByParticipant": { "AGENT": { "AverageWordsPerMinute": 0 }, "CUSTOMER": { "AverageWordsPerMinute": 138 } } }, "TalkTime": { "DetailsByParticipant": { "AGENT": { "TotalTimeMillis": 0 }, "CUSTOMER": { "TotalTimeMillis": 435 } }, "TotalTimeMillis": 435 }, "TotalConversationDurationMillis": 14975 }, "CustomerMetadata": { "InputS3Uri": "s3://op.performance.sampling/connect/operata-prod/2026/05/18/139fb487_20260518T1014_UTC.wav", "ContactId": "139fb487-aaaa-bbbb-cccc-ea068b242bbc", "InstanceId": "62e2306a-aaaa-bbbb-cccc-5a1508195aa5" }, "CustomModels": [], "JobStatus": "COMPLETED", "LanguageCode": "en-AU", "Participants": [ { "ParticipantId": "CUSTOMER", "ParticipantRole": "CUSTOMER" }, { "ParticipantId": "AGENT", "ParticipantRole": "AGENT" } ], "Transcript": [ { "BeginOffsetMillis": 14540, "Content": "Mhm.", "EndOffsetMillis": 14975, "Id": "f483ae5e-aaaa-bbbb-cccc-f1fe3b1fead3", "LoudnessScore": [83.78], "ParticipantId": "CUSTOMER", "Sentiment": "NEUTRAL" } ], "Version": "1.1.0" } ``` ## Fields ### Real-time event and post-call event Both events share the same outer envelope. The description column flags any per-event differences. | Name | Type | Required | Description | Example | | ------------------------- | ----------------- | -------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------- | | `groupId` | string (UUID) | yes | Operata Group ID this event belongs to. | `a28453f9-abab-cdcd-efef-84d9e67ac297` | | `data.account` | string | yes | AWS account ID that owns the Amazon Connect instance. | `012345678910` | | `data.detail.actionName` | string | yes | The Contact Lens rule action name configured in your Amazon Connect instance. | `TestRealTimeEvent` | | `data.detail.agentArn` | string (ARN) | yes | ARN of the agent assigned to the Contact at the moment the rule matched. | `arn:aws:connect:...:agent/af6342c3-...` | | `data.detail.contactArn` | string (ARN) | yes | ARN of the Amazon Connect Contact. | `arn:aws:connect:...:contact/f5aece6d-...` | | `data.detail.instanceArn` | string (ARN) | yes | ARN of the Amazon Connect instance. | `arn:aws:connect:...:instance/62e2306a-...` | | `data.detail.queueArn` | string (ARN) | yes | ARN of the queue handling the Contact. | `arn:aws:connect:...:queue/af6342c3-...` | | `data.detail.ruleName` | string | yes | The Contact Lens rule name that matched. | `realTimeTest` | | `data.detail.version` | string | yes | Contact Lens rule schema version. | `1.0` | | `data.detail-type` | string | yes | Event type. `Contact Lens Realtime Rules Matched` for real-time events, `Contact Lens Post Call Rules Matched` for post-call events. | `Contact Lens Realtime Rules Matched` | | `data.id` | string (UUID) | yes | Unique ID of the EventBridge event. | `5ea9dae1-aaaa-bbbb-cccc-3475b9b51465` | | `data.region` | string | yes | AWS region the Amazon Connect instance runs in. | `ap-southeast-2` | | `data.resources` | string\[] | yes | EventBridge resources array. Empty for Contact Lens events. | `[]` | | `data.source` | string | yes | EventBridge event source. Always `aws.connect`. | `aws.connect` | | `data.time` | string (ISO 8601) | yes | When AWS emitted the event. UTC. | `2026-05-18T10:14:33Z` | | `data.version` | string | yes | EventBridge envelope version. | `0` | | `contactId` | string (UUID) | no | Operata-derived Contact ID. Present only when the Cloud Collector can match the event to an existing Contact record; absent on standalone real-time events that arrive before the Contact record. | `b0c9d4d1-aaaa-bbbb-cccc-ee75d4240340` | | `eventId` | string (UUID) | no | Operata-assigned event identifier. Present on post-call events. | `33ad0712-aaaa-bbbb-cccc-0e7dd9b77c0a` | | `timestamp` | string (ISO 8601) | no | Operata-assigned ingest timestamp. Present once the Cloud Collector receives the event. | `2026-05-18T10:14:34Z` | ### Summary The summary payload mirrors the [AWS Contact Lens for Amazon Connect output schema](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-output.html). | Name | Type | Required | Description | Example | | ---------------------------------------------------------------------------------------------- | ----------------- | -------- | -------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------- | | `AccountId` | string | yes | AWS account ID that owns the Amazon Connect instance. | `012345678910` | | `Categories.MatchedCategories` | string\[] | yes | Category rules matched during the Contact. Empty when no rule matched. | `["BillingComplaint"]` | | `Categories.MatchedDetails` | object | yes | For each matched category, the points in the transcript where the match occurred. Keyed by category name; each value lists `PointsOfInterest.BeginOffsetMillis` and `EndOffsetMillis`. | `{}` | | `Channel` | string | yes | Contact channel. One of `VOICE`, `CHAT`. | `VOICE` | | `ContentMetadata.Output` | string | yes | Whether the analysis output is raw or redacted. One of `Raw`, `Redacted`. Set per Contact Lens configuration. | `Raw` | | `ConversationCharacteristics.Interruptions.InterruptionsByInterrupter` | object | yes | Per-participant interruption breakdown. Keys are participant roles (`AGENT`, `CUSTOMER`), values are lists of interruption instances with offset and duration. | `{}` | | `ConversationCharacteristics.Interruptions.TotalCount` | integer | yes | Total number of interruptions across the Contact. | `0` | | `ConversationCharacteristics.Interruptions.TotalTimeMillis` | integer | yes | Total interruption time in milliseconds. | `0` | | `ConversationCharacteristics.NonTalkTime.Instances` | object\[] | yes | List of non-talk segments. Each entry has `BeginOffsetMillis`, `EndOffsetMillis`, and `DurationMillis`. | `[]` | | `ConversationCharacteristics.NonTalkTime.TotalTimeMillis` | integer | yes | Total non-talk time in milliseconds. | `0` | | `ConversationCharacteristics.Sentiment.OverallSentiment.CUSTOMER` | number | yes | Customer overall sentiment score across the Contact, in the range -5 (most negative) to +5 (most positive). | `0` | | `ConversationCharacteristics.Sentiment.SentimentByPeriod.QUARTER.CUSTOMER[].BeginOffsetMillis` | integer | yes | Start of this conversation quarter in milliseconds from Contact start. | `0` | | `ConversationCharacteristics.Sentiment.SentimentByPeriod.QUARTER.CUSTOMER[].EndOffsetMillis` | integer | yes | End of this conversation quarter in milliseconds from Contact start. | `3743` | | `ConversationCharacteristics.Sentiment.SentimentByPeriod.QUARTER.CUSTOMER[].Score` | number | yes | Customer sentiment score for this quarter, in the range -5 to +5. | `0` | | `ConversationCharacteristics.TalkSpeed.DetailsByParticipant.AGENT.AverageWordsPerMinute` | integer | yes | Agent's average speaking rate in words per minute. | `0` | | `ConversationCharacteristics.TalkSpeed.DetailsByParticipant.CUSTOMER.AverageWordsPerMinute` | integer | yes | Customer's average speaking rate in words per minute. | `138` | | `ConversationCharacteristics.TalkTime.DetailsByParticipant.AGENT.TotalTimeMillis` | integer | yes | Total time the agent was speaking, in milliseconds. | `0` | | `ConversationCharacteristics.TalkTime.DetailsByParticipant.CUSTOMER.TotalTimeMillis` | integer | yes | Total time the customer was speaking, in milliseconds. | `435` | | `ConversationCharacteristics.TalkTime.TotalTimeMillis` | integer | yes | Total talk time across both participants, in milliseconds. | `435` | | `ConversationCharacteristics.TotalConversationDurationMillis` | integer | yes | Total Contact duration in milliseconds, as measured by Contact Lens. | `14975` | | `CustomerMetadata.InputS3Uri` | string | yes | S3 URI of the input recording Contact Lens analyzed. | `s3://op.performance.sampling/.../139fb487.wav` | | `CustomerMetadata.ContactId` | string (UUID) | yes | Amazon Connect Contact ID this summary applies to. | `139fb487-aaaa-bbbb-cccc-ea068b242bbc` | | `CustomerMetadata.InstanceId` | string (UUID) | yes | Amazon Connect instance ID. | `62e2306a-aaaa-bbbb-cccc-5a1508195aa5` | | `CustomModels` | object\[] | yes | Custom-vocabulary models applied during analysis. Empty when none are configured. | `[]` | | `JobStatus` | string | yes | Contact Lens job status. One of `COMPLETED`, `FAILED`, `PARTIAL_SUCCESS`. | `COMPLETED` | | `LanguageCode` | string (BCP 47) | yes | Language Contact Lens used to transcribe and analyze the Contact. | `en-AU` | | `Participants[].ParticipantId` | string | yes | Participant role identifier. One of `CUSTOMER`, `AGENT`, `SYSTEM`. | `CUSTOMER` | | `Participants[].ParticipantRole` | string | yes | Participant role. One of `CUSTOMER`, `AGENT`, `SYSTEM`. | `CUSTOMER` | | `Transcript[].BeginOffsetMillis` | integer | yes | Start of this utterance in milliseconds from Contact start. | `14540` | | `Transcript[].Content` | string | yes | Transcribed text for this utterance. | `Mhm.` | | `Transcript[].EndOffsetMillis` | integer | yes | End of this utterance in milliseconds from Contact start. | `14975` | | `Transcript[].Id` | string (UUID) | yes | Unique ID of this transcript entry. | `f483ae5e-aaaa-bbbb-cccc-f1fe3b1fead3` | | `Transcript[].LoudnessScore` | number\[] | yes | Loudness samples (in decibels) measured across the utterance window. | `[83.78]` | | `Transcript[].ParticipantId` | string | yes | Which participant spoke this utterance. | `CUSTOMER` | | `Transcript[].Sentiment` | string | yes | Sentiment classification for this utterance. One of `POSITIVE`, `NEUTRAL`, `NEGATIVE`, `MIXED`. | `NEUTRAL` | | `Version` | string | yes | Contact Lens output schema version. | `1.1.0` | | `groupId` | string (UUID) | no | Operata Group ID. Operata appends this on ingest; not present in the raw AWS payload. | `a28453f9-abab-cdcd-efef-84d9e67ac297` | | `eventId` | string (UUID) | no | Operata-assigned event identifier. Operata appends this on ingest. | `33ad0712-aaaa-bbbb-cccc-0e7dd9b77c0a` | | `contactId` | string (UUID) | no | Operata-derived Contact ID matching `CustomerMetadata.ContactId`. Operata appends this on ingest. | `139fb487-aaaa-bbbb-cccc-ea068b242bbc` | | `timestamp` | string (ISO 8601) | no | Operata-assigned ingest timestamp. | `2026-05-18T10:30:14Z` | For the canonical Contact Lens output schema, see the [AWS Contact Lens for Amazon Connect documentation](https://docs.aws.amazon.com/connect/latest/adminguide/contact-lens-output.html). For the upstream Customer Journey Trace concept, see [Customer Journey Trace](/docs/concepts-customer-journey-trace).