From Bright Pattern Documentation
Jump to: navigation, search
This page contains changes which are not marked for translation.
• 5.8

Setting up AWS S3 Storage for Chat Transcripts

Bright Pattern Contact Center supports automatic export of chat transcripts to Amazon Web Services (AWS) S3 for storage. Storing chat transcripts on S3 can provide cost savings to your organization, while still allowing you to view transcripts via interaction records on the Bright Pattern Contact Center platform. S3 access credentials are stored in Amazon AWS integration accounts.

This article describes how to set up your contact center for S3 chat transcripts storage, including the following:

  • Create an S3 bucket and configure it for integration with Bright Pattern
  • Create an integration account
  • Set up an automatic export job to S3


Note that export of chat transcripts is configured for specific chat services. For more information, see Periodic Export of Recordings. For information about enabling call recordings or screen recordings to be exported to and stored in S3, see Setting up AWS S3 Storage for Call Recordings and Setting up AWS S3 Storage for Screen Recordings.

Prerequisites

  • To use Amazon AWS S3 for storage, your service provider must enable this feature for your contact center.

Procedure

Step 1: Add Amazon AWS Integration Account in Bright Pattern

In the Contact Center Administrator application, section Configuration > Call Center Configuration > Integration Accounts, add an Amazon AWS integration account and edit the properties with your Amazon IAM and S3 credentials.

For detailed property descriptions, see the Contact Center Administrator Guide, section Amazon AWS integration account.


Amazon AWS integration account properties


Step 2: Enable chat

If you have not already done so, set up a:

Step 3: Set up chat transcript export to S3

  1. In section Services & Campaigns, select the desired chat service, click the Results tab, and click add under Periodic Transcript Export Jobs.

    Results tab > Periodic Transcript Export Jobs


  2. In the Periodic Export of Transcripts dialog, set all the properties as desired, paying particular attention to the destination options:

    1. Protocol - Set Amazon AWS

    2. Integration Account - Set your Amazon AWS integration account

      Periodic Export of Transcripts settings


  3. Click OK to save your changes.

Step 4: Test transcript export by accepting a service chat in Agent Desktop

  1. In the Agent Desktop application, log in as an agent on the team assigned to the chat service that has chat export enabled for it, and make yourself Ready.

  2. Accept a service chat, have a conversation with yourself, and disposition and complete the interaction.

  3. Wait about 15 minutes for the chat to be aggregated and saved into your contact center’s interaction records.

  4. In the Contact Center Administrator application, section Interaction Records, search for the interaction and view it in the results. You should be able to view the chat transcript.

  5. The chat transcript will be exported as an object with file data and metadata to your S3 bucket at the daily export time window (as set by your service provider and shown in the Periodic Export of Transcripts properties). After the window passes, check the S3 bucket to confirm that the object is present.

This procedure is now complete.

Recommended Reading


< Previous | Next >