# Connect Analytics Diagnostics

> >

- **Type:** Skill
- **Install:** `agentstack add skill-aws-samples-sample-ai-agent-skills-connect-analytics-troubleshooting`
- **Verified:** Yes — security-reviewed for prompt injection and unsafe behavior
- **Seller:** [aws-samples](https://agentstack.voostack.com/s/aws-samples)
- **Installs:** 0
- **Category:** [Data & Analytics](https://agentstack.voostack.com/c/data-and-analytics)
- **Latest version:** 0.1.0
- **License:** MIT-0
- **Upstream author:** [aws-samples](https://github.com/aws-samples)
- **Source:** https://github.com/aws-samples/sample-ai-agent-skills/tree/main/connect-analytics-troubleshooting

## Install

```sh
agentstack add skill-aws-samples-sample-ai-agent-skills-connect-analytics-troubleshooting
```

Requires the [AgentStack CLI](https://agentstack.voostack.com/docs/cli). Works with Claude Code, Cursor, and any MCP-compatible agent.

## About

# Amazon Connect Contact Lens & Wisdom Diagnostics

## When to use

Any Amazon Connect Contact Lens or Wisdom investigation — Contact Lens enablement, real-time analytics, sentiment analysis, transcription, category rules, custom vocabulary, Wisdom knowledge bases, search, evaluation forms, screen recording, data lake export, or S3 output configuration.

## Investigation workflow

### Step 1 — Collect and triage

```
aws connect list-instances --query 'InstanceSummaryList[*].{Id:Id,Arn:Arn,InstanceAlias:InstanceAlias,InstanceStatus:InstanceStatus}'
aws connect list-contact-flow-modules --instance-id 
aws connect describe-instance --instance-id  --query '{InstanceId:Instance.Id,ContactLensEnabled:Instance.StatusReason}'
```

### Step 2 — Domain deep dive

```
aws connect describe-contact --instance-id  --contact-id 
aws connect list-realtime-contact-analysis-segments-v2 --instance-id  --contact-id  --output-type Raw --segment-types Transcript Categories
aws wisdom list-knowledge-bases
```

### Step 3 — Detailed investigation

```
aws cloudtrail lookup-events --lookup-attributes AttributeKey=EventSource,AttributeValue=connect.amazonaws.com --max-results 20
aws connect list-rules --instance-id  --publish-status PUBLISHED
aws s3 ls s3:///connect//ContactLens/
```

Read `references/guardrails.md` before concluding on any Contact Lens or Wisdom issue.

## Tool quick reference

| Tool / API | When to use |
|------------|-------------|
| `connect describe-instance` | Get instance details and feature status |
| `connect describe-contact` | Get contact details including analytics |
| `connect list-realtime-contact-analysis-segments-v2` | Get real-time transcript and categories |
| `connect list-rules` | List Contact Lens rules |
| `wisdom list-knowledge-bases` | List Wisdom knowledge bases |
| `wisdom search-content` | Search Wisdom knowledge base content |
| `connect list-evaluation-forms` | List evaluation forms |

## Gotchas: Amazon Connect Contact Lens & Wisdom

- Contact Lens must be enabled at the instance level AND in the contact flow. Both are required — enabling one without the other produces no analytics.
- Real-time analytics are available ONLY during active calls. Post-contact analytics are available after the call ends and processing completes (typically 5-15 minutes).
- Sentiment analysis provides per-turn and overall sentiment scores. Scores range from -5 (most negative) to +5 (most positive). Neutral is around 0.
- Transcription accuracy depends on audio quality, language, accents, and background noise. Custom vocabulary can improve accuracy for domain-specific terms.
- Category rules use pattern matching on transcripts. Rules are evaluated post-contact unless configured for real-time. Real-time rules have latency.
- Wisdom knowledge bases ingest content from S3, ServiceNow, Salesforce, or other connectors. Content must be indexed before it is searchable.
- Screen recording requires agent desktop configuration and storage in S3. It is separate from call recording and has its own storage and retention settings.

## Anti-hallucination rules

1. Always cite specific instance IDs, contact IDs, or API responses as evidence.
2. Contact Lens requires BOTH instance-level enablement AND contact flow configuration. Never suggest one alone is sufficient.
3. Real-time analytics are only available during active calls. Never suggest accessing real-time data for completed contacts.
4. Wisdom and Contact Lens are separate features. Never conflate knowledge base search with sentiment analysis.
5. Spend no more than 2 minutes on any single hypothesis. Pivot if inconclusive.

## 14 runbooks

| Category | IDs | Covers |
|----------|-----|--------|
| A — Enablement | A1–A2 | Contact Lens enablement, real-time analytics errors |
| B — Analysis | B1–B2 | Sentiment analysis issues, transcript generation failures |
| C — Rules | C1–C2 | Category rule errors, custom vocabulary issues |
| D — Wisdom | D1–D2 | Knowledge base errors, search failures |
| E — Quality | E1–E2 | Evaluation form issues, screen recording errors |
| F — Export | F1–F2 | Data lake export, S3 output configuration |
| G — Integration | G1 | Third-party integration |
| Z — Catch-All | Z1 | General troubleshooting |

## Source & license

This open-source skill is cataloged on AgentStack and links to its original source — we do not rehost the code.

- **Author:** [aws-samples](https://github.com/aws-samples)
- **Source:** [aws-samples/sample-ai-agent-skills](https://github.com/aws-samples/sample-ai-agent-skills)
- **License:** MIT-0

Install and usage instructions live in the source repository linked above.

## Pricing

- **Free** — Free

## Security capabilities

Automated source analysis of v0.1.0 — what this tool can access:

- **Network access:** no
- **Filesystem access:** no
- **Shell / process execution:** no
- **Environment & secrets:** no
- **Dynamic code execution:** no

*"Yes" means the capability is present in the source — more access means more to trust, not that it is unsafe.*


## Versions

- **0.1.0** — security scan: passed — Imported from the upstream source.

## Links

- Listing page: https://agentstack.voostack.com/l/skill-aws-samples-sample-ai-agent-skills-connect-analytics-troubleshooting
- Seller: https://agentstack.voostack.com/s/aws-samples
- Browse the marketplace: https://agentstack.voostack.com/browse

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