This document explains how call recordings and transcripts are handled between Zendesk for Contact Center Voice and Zendesk. Based on configuration settings, call data such as audio files and transcripts can be written back to the Zendesk ticket associated with a call.
Call Recording Options
Located under the Call Details section of the Zendesk for Contact Center interface, these settings control how call recordings are managed. To access these settings, go to the Zendesk ticket view, scroll down to the Zendesk for Contact Center Voice call log under the Call Details section, and select the recording option from the dropdown menu provided for each call.
Redacted Call Recording
A version of the recording where sensitive information (like credit card numbers or personal data) is automatically removed. This is handled entirely within Amazon Connect, with redaction and transcription powered by Amazon Connect Contact Lens (not Amazon Q).
Unredacted Call Recording
A full recording of the call, with no information removed. This uses the native recording functionality in Amazon Connect. Amazon Q is not involved.
No Call Recording
No recording is saved or written back to the Zendesk ticket. Note: This option is generally not applicable, as Zendesk for Contact Center requires Amazon Connect to function. Therefore, this setting should only be used in exceptional cases.
Note: If recording is enabled, the audio file is automatically attached and stored on the corresponding Zendesk ticket for reference.
Call Transcript Options
These settings determine whether and how the call is transcribed and logged:
- Redacted Call Transcript
A text version of the call with sensitive content redacted. This is powered by Amazon Connect Contact Lens. - Unredacted Call Transcript
A full transcript of the call without any redaction. Also processed through Amazon Connect Contact Lens. - No Call Transcript
No transcription is generated or attached to the Zendesk ticket. This is the preferred option if transcriptions are not required.
These options do not automatically enable Amazon Connect Contact Lens, you must configure that separately in your Amazon Console and within Connect Contact Flows.
Zendesk QA Integration
If your Zendesk account has Zendesk QA enabled (this must be procured separately), it can be used to generate call transcriptions and summaries from the call recordings that are stored on the Zendesk ticket via the Zendesk for Contact Center app.
This allows for post-call analysis even without Amazon Connect Contact Lens, giving teams a way to reduce AWS-related costs if desired. Whether or not to rely on AWS or Zendesk QA is a decision based on your operational needs and cost considerations.
Zendesk for Contact Center: Voice Call Transcripts Without Amazon Connect Contact Lens
Zendesk for Contact Center offers flexibility in how call recordings and transcripts are generated and analyzed. If your organization chooses not to use Amazon Connect Contact Lens (often due to cost or configuration preferences), Zendesk QA can be used as an alternative solution for generating post-call transcripts.
This section outlines how to use Zendesk QA to obtain transcripts without relying on Amazon Connect Contact Lens, along with key considerations and limitations.
Requirements
To enable voice call transcripts without Amazon Connect Contact Lens:
- CloudFormation stack version 6.29.0 is required
- The Call Recording & Analytics flow block must be added to all relevant contact flows
- Call recording must still be enabled in Amazon Connect
- Zendesk QA must be licensed and configured
Note: Disabling Amazon Connect Contact Lens transcription requires more than toggling off related settings. Ensure that Amazon Connect Contact Lens is not configured in your contact flows if you intend to use only Zendesk QA for transcription.
Transcription Without Amazon Connect Contact Lens
When Amazon Connect records a voice call, the resulting audio file can be attached to the corresponding Zendesk ticket. If your team is using Zendesk QA, transcripts can be generated after the call has ended using the audio recording - with no Amazon Connect Contact Lens involvement.
Key Points:
- Without Amazon Connect Contact Lens, no transcription can be performed prior to attaching the call recording to a Zendesk ticket. This means that any Agents who can access the ticket can access the unredacted call recording
- Call transcription using Zendesk QA occurs post-call
- Transcripts are based on the recorded audio file from Amazon Connect
- Transcription and analysis are fully integrated into the Zendesk environment
- Amazon Connect Contact Lens is not required for this process
- Without Amazon Connect Contact Lens (and Real Time Transcription), you cannot use Local Measure’s Smart Tools whilst on a voice contact
Note: Amazon Connect only redacts call transcripts using Amazon Connect Contact Lens. If Amazon Connect Contact Lens is not enabled, the call recording itself will not be redacted.
Zendesk QA vs. Amazon Connect Contact Lens
Customers who prefer not to use Amazon Connect Contact Lens can still generate call transcripts using Zendesk QA. This option provides post-call transcription integrated directly into Zendesk, making it suitable for teams prioritizing Zendesk-native workflows and cost-effective QA solutions.
However, it’s important to note that Zendesk QA does not support real-time transcription, sentiment analysis, or audio redaction. If these capabilities are essential to your contact center operations, Amazon Connect Contact Lens remains the recommended solution.
For help deciding which option is right for your team, reach out to your Zendesk or Local Measure representative.