Posted On: Nov 18, 2022
Contact Lens for Amazon Connect now supports email notifications that enable supervisors to receive email alerts when predefined rule conditions (e.g. customer sentiment is negative) get triggered. This enables supervisors to identify, help, and intervene on contacts where agents may need additional support and provide guidance to deliver better end customer experience.
Today, businesses create rules to track contacts where agents need support but supervisors only get notified through Amazon Connect UI or through Amazon Connect Tasks. With email notifications, businesses now have another option to notify supervisors through real-time email alerts. Email notification also allows businesses to configure rules that can either notify a specific supervisor (e.g. “supervisor of an agent when customer sentiment turned negative”) or a group of supervisors (e.g. “supervisors across teams when agents use inappropriate words”).
Email notification is supported in all the AWS Regions where Contact Lens for Amazon Connect is already available. To get started, please visit our help documentation to learn more.