Amazon Connect Contact Lens can now take automated actions based on hold times and agent interaction time

Amazon Connect Contact Lens now enables managers to create rules based on patterns of customer hold time and agent interaction duration, to take automated actions such as categorizing contacts, evaluating agent performance and notifying supervisors. With this launch, managers can create rules to check how well agents comply with guidelines on placing customers on hold. For example, did the agent set expectations on hold duration, before placing the customer on hold for more than 5 minutes? In addition, managers can check if the agent interaction lasted long enough to warrant assessment of complex agent behaviors such as building customer rapport, customer issue root cause analysis, etc. By excluding contacts that were too short, such as less than 30 seconds, managers can get more meaningful insights from automated contact categorization and agent performance evaluations.

This feature is available in all regions where Contact Lens performance evaluations are already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.