Conversational analytics data

Conversational analytics is Amazon Connect’s speech-analytics feature, formerly Contact Lens: it scores sentiment, detects categories, and produces transcript-level analytics. The Cloud Collector ingests three conversational analytics 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). Collection is optional and requires the conversational analytics integration.

Operata does not capture call transcription content beyond the per-utterance entries shown in the summary payload schema below. To exclude transcript content entirely, configure the conversation transcript redaction rule in your Amazon Connect instance.

Schema

Amazon Connect emits three distinct conversational analytics payload shapes. The Cloud Collector forwards each to Operata as it arrives.

Real-time event

A real-time event fires every time a conversational analytics rule matches during an active Contact.

{
  "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.

{
  "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 conversational analytics finishes processing the Contact (typically within 15 minutes of disconnect).

{
  "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 conversational analytics 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 conversational analytics rule name that matched.	`realTimeTest`
`data.detail.version`	string	yes	Conversational analytics 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 conversational analytics 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 conversational analytics output schema.

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 conversational analytics 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 Amazon Connect.	`14975`
`CustomerMetadata.InputS3Uri`	string	yes	S3 URI of the input recording that was 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	Conversational analytics job status. One of `COMPLETED`, `FAILED`, `PARTIAL_SUCCESS`.	`COMPLETED`
`LanguageCode`	string (BCP 47)	yes	Language 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	Conversational analytics 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 output schema, see the AWS conversational analytics documentation. For the upstream Customer Journey Trace concept, see Customer Journey Trace.

​Schema

​Real-time event

​Post-call event

​Summary

​Fields

​Real-time event and post-call event

​Summary

Schema

Real-time event

Post-call event

Summary

Fields

Real-time event and post-call event

Summary