> ## 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.

# Conversational analytics for Amazon Connect

> Deploy two CloudFormation stacks to stream Amazon Connect conversational analytics into Operata alongside your existing Contact Trace Record data.

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

## Before you start

* An [Operata account](/docs/get-started-overview) with Admin role.
* An [Amazon Connect integration](/docs/integrations-amazon-connect-overview)
  already streaming Contact Trace Records to Operata. Conversational
  analytics layers onto the same data path.
* [Conversational analytics enabled](https://aws.amazon.com/products/connect/customer/conversational-analytics/) in
  your Amazon Connect instance and on the contact flows you want to
  analyze.
* AWS [IAM permissions](/docs/iam-policies) to deploy CloudFormation in
  the region hosting your Amazon Connect instance.
* A current Operata subscription that includes Playbook 9 (Experience
  Insights).

<Warning>
  Operata never receives conversation transcripts. The integration
  forwards summary metrics and rule-triggered events only. Transcripts
  stay in your AWS account.
</Warning>

## Steps

### 1. Pick which stack to deploy

Operata ships two independent CloudFormation stacks for conversational
analytics. Deploy one or both.

| Stack                      | What it collects                                                                                                         | Use when                                                      |
| -------------------------- | ------------------------------------------------------------------------------------------------------------------------ | ------------------------------------------------------------- |
| Contact Lens Summary       | Sentiment scores, words-per-minute, talk and silence ratios, keyword detection, rule outcomes (real-time and post-call). | You want post-call analytics on every contact.                |
| Operata Contact Lens Rules | Events from Operata-defined detection rules — for example, escalation phrases or compliance keywords.                    | You want pre-built rule packs without writing your own rules. |

Both stacks deliver into the same Operata account and correlate with
the Contact Trace Records the Cloud Collector already ships.

### 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
  analytics 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.

### 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](/docs/iam-policies)
for the role contract.

### 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
conversational analytics events whose `actionName` is prefixed with
`operata_` and forwards them to your Operata account.

Any rule you author later whose name starts with `operata_` flows
through this same EventBridge Rule — no additional deploy needed.

### 5. Place a test call

Make or receive a call through your Amazon Connect CCP. **Close the
contact** when the call ends — summary data is only generated on close.
Confirm the [Agent Collector](/docs/collector-overview)
extension is installed in the agent's browser and that the CCP URL
matches the instance you installed the stacks against.

## Verify

In the [Operata console](https://app.operata.io), open **Playbook 9
(Experience Insights)**. Your test contact appears with 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](/docs/aws-troubleshooting).

## Related

* [Install conversational analytics collection](/docs/conversational-analytics-installation) — the per-stack deployment runbook with parameters and post-deploy checks.
* [Conversational analytics charges](/docs/conversational-analytics-charges) — the AWS cost components and an example bill at 1 million contacts per month.
* [Conversational analytics data reference](/docs/conversational-analytics-data) — the fields Operata stores for each contact.
* [Tag your AWS resources](/docs/aws-tagging) — apply cost-allocation tags to the analytics stacks.