Amazon Connect enablement

Work through the generic enablement stages first. This page covers the steps that only apply if you run Amazon Connect. Enablement takes minutes. Approvals sometimes take longer — we’ll help here.

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Foundation

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Connect Amazon Connect to Operata

Bring contact trace record (CTR) and agent data into Operata.

• AWS integration benefits
• Connect Amazon Connect to Operata
• Install CTR collection
• Send your first observation

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Permissions and encryption

• IAM policies
• KMS encryption
• AWS tagging

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Redaction

Configure what is stripped before Amazon Connect data reaches Operata.

• Configure CTR redaction
• Contact flow log redaction
• Lex redaction

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Stage 2

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Amazon Contact Lens integration

Enablement takes minutes, approvals sometimes longer. Operata does not capture the call recordings or transcripts. This enables the Conversational Analytics dashboard.

• Conversational Analytics
• Contact Lens installation
• Contact Lens charges

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Contact flow logs and Lex

Add routing and virtual agent context to the journey.

• Contact flow logs
• Lex integration

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EventBridge

Push Operata data into other systems in real time.

• Amazon EventBridge for Operata

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Stage 3

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Heartbeat

Synthetic monitoring of agent login, call flows, and virtual agents.

• Heartbeat setup
• Virtual agent

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Cloud Orchestrator

• Orchestrator installation

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Troubleshooting

• AWS troubleshooting
• Virtual agent troubleshooting

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Related

• Enablement
• Amazon Connect data reference