Posted On: Sep 25, 2023

Amazon Connect Contact Lens now supports the ability for contact center managers to search and view in-progress contacts across voice, chat, and task channels within the contact search page in the Amazon Connect UI. Today, managers can search and view completed contacts on the contact search page to monitor contact quality and agent performance. With this launch, managers can search and view in-progress contacts enabling them to view real-time conversational analytics (e.g., customer sentiment) and take actions (e.g., transfer tasks across agents).

This feature is available in all AWS regions where Amazon Connect Contact Lens is offered. To learn more about Amazon Connect, see our website. To learn more about this feature, please visit our help documentation.