Posted On: May 12, 2023
Amazon Connect Contact Lens now provides supervisor alerts on agent performance, enabling businesses to identify contacts (e.g., evaluation score < 50%) that require supervisors follow-up with agents on their team. Supervisors can now do proactive follow-ups with specific agents on their team that require more immediate support instead of waiting for periodic follow-ups with every agent on their team.
With this launch, supervisors get automated notifications whenever agents on their team need additional guidance to improve their performance (e.g., evaluation score) and help meet their contact center’s quality assurance requirements (e.g., adherence to talk scripts, compliance with sensitive data collection practices etc.). Businesses can use multiple methods to notify supervisors such as Amazon Connect Tasks, email notifications, or eventbridge integrations to third party applications. To get started, please see our help documentation.
Supervisor alerts on agent performance is supported in all the AWS Regions where Contact Lens is already available. To learn more about Contact Lens pricing, visit the Amazon Connect pricing page.