Solidroad + Amazon Integration Guide

Last updated: July 17, 2026

How to connect Amazon Connect to Solidroad (Integrations)

Import your Amazon Connect call recordings and transcripts into Solidroad and score them automatically with your scorecards. This guide walks you through connecting Amazon Connect, then running quality assurance (QA) on your calls at scale.

Before you start: You'll need an AWS administrator who can provide access credentials to your Amazon Connect call recordings and transcripts (typically stored in Amazon S3), and a Solidroad user role with permission to manage integrations. You may want your AWS or IT team on hand for this step.

What the Amazon Connect integration does

The Amazon Connect integration imports your call recordings and transcripts directly into Solidroad, where they can be scored automatically against your customised scorecards.

You can build scorecards to evaluate:

  • Soft skills, such as empathy, tone, and rapport

  • Technical accuracy

  • Process adherence

  • Any other team-specific criteria

Because you can run bulk evaluations, you can score hundreds or thousands of calls in a single session - surfacing performance insights, coaching opportunities, and trends across your whole contact centre.

Step 1: Turn on the Amazon Connect integration

Enable Amazon Connect from within Solidroad so it can request access to your call data.

What to do:

  1. Log in to Solidroad.

  2. Go to the Integrations tab in the bottom-left corner of the main navigation.

  3. Find Amazon Connect and toggle it on.

Step 2: Provide your AWS access details

Give Solidroad secure access to the call recordings and transcripts stored in your AWS environment.

What to do:

  1. When prompted, enter the AWS credentials and region for your Amazon Connect instance.

  2. Provide the S3 bucket location where your call recordings and transcripts are stored.

  3. Save the connection. The toggle will show as active once Solidroad can reach your data.

Why it matters: Amazon Connect stores recordings and transcripts in your own AWS environment, so Solidroad needs read access to that storage. Getting the region and bucket right ensures your calls import correctly.

How to run QA on Amazon Connect calls

Solidroad scores Amazon Connect phone conversations using their recordings and transcripts.

Step 3: Start a new bulk evaluation

Create the evaluation that will pull in and score your calls.

What to do:

  1. Go to the Quality tab in Solidroad.

  2. Click Create Evaluation.

  3. Enter a name for your evaluation.

  4. Confirm that Amazon Connect is selected as the source — it may be preselected by default.

Step 4: Choose a scorecard

Decide which criteria the calls will be measured against.

What to do:

  1. Select an existing scorecard, or create a new one.

Step 5: Filter your calls

Narrow down which calls are included in the evaluation.

What to do:

  1. Define your filter conditions — for example date range, queue, or agent.

  2. Optionally, use custom attributes to refine the set further.

Step 6: Select the agent and analyse

Tell Solidroad which agent to score, then run the evaluation.

What to do:

  1. On the final step, specify which agent should be scored when more than one person handled a call.

  2. Click Analyze. Processing may take a few moments depending on the volume of calls.

Reviewing evaluation results

Once the evaluation completes, you'll see a three-panel layout:

  • The left panel lists every call included in the evaluation.

  • The middle panel shows the call transcript and any recorded events.

  • The right panel shows the auto QA results: the overall score, breakdowns by scorecard section, handling time, and suggested improvements with specific examples.

Troubleshooting

  • No Amazon Connect toggle in the Integrations tab? Confirm your Solidroad user role has integration permissions.

  • Connection failed? Double-check your AWS credentials, region, and S3 bucket path with your AWS administrator.

  • No calls appearing? Confirm that call recording and transcription (Contact Lens) are enabled in Amazon Connect and that recordings exist for your chosen date range.

Now that Amazon Connect is connected, you can score calls in bulk, track performance, and turn insights into coaching.

If you have any further questions or need assistance, please refer to our support resources or contact the Solidroad team via the Get Help tab within the platform.