Posted On: Sep 25, 2023

Amazon Connect Contact Lens now supports the ability to transfer, reschedule or end in-progress contacts on the contact details page within the Amazon Connect UI. Today, Amazon Connect Contact Lens enables supervisors to search for and view in-progress and completed contacts across voice, chat and task channels. With this launch, supervisors can perform actions on in-progress contacts using the Amazon Connect UI, enabling them to end stale or inactive contacts in different channels, and reschedule or redistribute tasks across agents.

This feature is available in all AWS regions where Amazon Connect is offered, except the AWS GovCloud (US-West) Region. To learn more about Amazon Connect, see our website. To get started, please visit our help documentation.