Amazon Connect announces Contact Lens agent performance evaluation forms (Preview)

Contact Lens for Amazon Connect now provides a set of agent performance evaluation capabilities (preview) that enable contact center managers to create evaluation forms with criteria (e.g, adherence to talk scripts or compliance with sensitive data collection practices) that can be scored using Contact Lens’ machine learning powered conversational analytics. Managers can assess agent performance alongside contact details, recordings, transcripts, and summaries, without the need to switch applications. These capabilities enable managers to assess more agent/customer interactions while reducing the amount of time they spend identifying performance issues and coaching agents to perform their best. 

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