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Deploy the Contact Lens Summary stack — and, optionally, the Operata Rules stack — so Amazon Connect Contact Lens analytics flow into Operata and appear in Playbook 9 (Experience Insights) within 15 minutes of contact close.

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Before you start

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Steps

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1. Send Operata the three install details

Operata returns two quick-create CloudFormation links once you send:
  • ConnectRecordingsBucketName — the call-recordings S3 bucket, bucket name only. For example, send call.recordings, not call.recordings/connect/acme-prod.
  • Lambda VPC details — VPC ID and private subnet IDs. 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.
If you encrypt call recordings with a customer-managed KMS key, the Contact Lens Lambda needs allow-list access. See KMS encryption.

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2. Deploy the Contact Lens Summary stack

Open the Summary quick-create link Operata sent. AWS opens the CloudFormation console with every parameter pre-filled except the API key. Paste an Operata API token into the API key parameter. Create the token in the Operata console under Settings → Config → API and label it CL_Integration. See the Operata help article for the full token lifecycle. Acknowledge the IAM resource creation, then Create stack. The stack reaches CREATE_COMPLETE in around five minutes.

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3. (Optional) Deploy the Operata Rules stack

To get the Operata pre-built rule pack, open the second quick-create link and deploy the same way. The Rules stack creates one EventBridge Rule that captures any Contact Lens event whose actionName starts with operata_ and forwards it 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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4. Place a test contact

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 contact close. Confirm:
  • The Agent Experience Collector extension is installed in the agent’s browser.
  • The CCP URL matches the Amazon Connect instance you deployed the stack against.

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5. (Optional) Tag the new resources

Apply your cost-allocation and ownership tags. See Tag your AWS resources for the tag set Operata expects on the deployed stack.

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Verify

In the Operata console, open Playbook 9 (Experience Insights) and find your test contact.
  • The contact shows sentiment scores, words-per-minute, and talk and silence ratios within 15 minutes of contact close.
  • If you deployed the Rules stack, any triggered Operata rule appears on the contact’s timeline.
Contact Lens summary data can take up to 15 minutes to appear because Amazon Connect writes the summary file to S3 after post-call analysis completes. If nothing appears after 15 minutes, see Troubleshooting.