Analyze transcripts and sentiments for the Amazon Connect phone channel

task australia Updated Sep 10, 2026 1 min read analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace.md

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

Navigate to All > Workspace Optimization for ITSM > Manager Workspace.
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. Click Amazon Connect (Phone). From the All Interaction tab, select an interaction record.
From Teams	Select a team. Select a user. Click the Interactions tab. Select an interaction record.
From Coaching	Note: When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions. Click the Assessment tab. Select an interaction record.

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.

Click Amazon Connect (Phone).
From the All Interaction tab, select an interaction record.

From Teams

Select a team.
Select a user.
Click the Interactions tab.
Select an interaction record.

From Coaching

Note: When you have assessments triggered from calls, you can view call transcripts and sentiments for those interactions.

Click the Assessment tab.
Select an interaction record.

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.

Parent Topic:Using Voice with Workforce Optimization for ITSM

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---
title: Analyze transcripts and sentiments for the Amazon Connect phone channel
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/analyze-transcripts-sentiments-wfo-itsm-confgurable-workspace.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using Voice, Routing work items, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Analyze transcripts and sentiments for the Amazon Connect phone channel

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 **All** &gt; **Workspace Optimization for ITSM** &gt; **Manager Workspace**.

2.  Select an interaction record for analysis.

<table id="choicetable_icf_qv5_1nb"><thead><tr><th align="left" id="d85951e97">

To analyze call transcripts and sentiments

</th><th align="left" id="d85951e100">

Do this

</th></tr></thead><tbody><tr><td id="d85951e106">

**From Channels**

</td><td>

**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.


</td></tr><tr><td id="d85951e133">

**From Teams**

</td><td>

1.  Select a team.
2.  Select a user.
3.  Click the **Interactions** tab.
4.  Select an interaction record.


</td></tr><tr><td id="d85951e160">

**From Coaching**

</td><td>

**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.


</td></tr></tbody>
</table>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.


**Parent Topic:**[Using Voice with Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/voice-configurable-wfo-itsm.md)