Posted On: Dec 22, 2023
Amazon Connect Contact Lens now provides an API to programmatically search for contacts using filters such as contact attributes (time range, agent, channel, queue, etc.) and keywords within a conversation. Using this API, you can build custom user interfaces that enable managers and agents to search for completed or in progress contacts. For example, if you want to discover insights to help lower average handle time for contacts, you can build custom reporting to identify the longest running contacts.
This feature is available in all AWS regions where Amazon Connect Contact Lens is offered. To learn more and get started, visit the Amazon Connect website and API documentation.