---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Analyze transcripts and sentiments for the Amazon Connect phone channel

# Analyze transcripts and sentiments for the Amazon Connect phone
channel {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Analyze your agent's call recordings, transcripts, and sentiment reports. With this
information, you can assess the call quality and train your agents to handle calls better in
the future.

## Before you begin

Role required: sn_cti_core.user_manager

## About this task

When an agent interacts with an external caller, the call gets recorded and
transcribed. The application tags every statement within a transcript with a
sentiment score. After a call has been completed, a sentiment report is
automatically generated.  
Note:  
The manager must have an active session with Amazon Connect to view the transcripts and sentiments. The transcripts and sentiments are generated in the Amazon Connect application. They are then displayed in the Channels application in Workforce Optimization for ITSM.

## Procedure

1. Navigate to AllWorkspace Optimization for ITSMManager Workspace.
2. Select an interaction record for analysis.

   | To analyze call transcripts and sentiments | Do this |
   | From Channels | Note: You can view the call transcripts and sentiments for all interactions that were closed today. 1. Click Amazon Connect (Phone). 2. From the All Interaction tab, select an interaction record. {#analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace__ol_zch_bw5_1nb} |
   | From Teams | 1. Select a team. 2. Select a user. 3. Click the Interactions tab. 4. Select an interaction record. {#analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace__ol_wyt_dx5_1nb} |
   | From Coaching | Note: When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions. 1. Click the Assessment tab. 2. Select an interaction record. {#analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace__ol_m1b_tx5_1nb} |
   |-|-|

   {#analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace__choicetable_icf_qv5_1nb}
3. Click Call Analysis.  
   The Amazon Connect application generates the interactions and sentiment analysis of those interactions and displays them as a report in Workforce Optimization for ITSM.

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