Amazon Connect launches the ability to search contacts using agent hierarchy filters

Amazon Connect now provides you with agent hierarchy filters on the contact search page in the Amazon Connect UI. This launch enables contact center leaders to drill-down into their hierarchy to review contacts handled by specific contact center sites, departments or teams, for assessing contact quality or agent performance. This also enables centralized teams within contact centers, such as quality management and regulatory compliance, to efficiently locate and review contacts handled by specific teams or departments, streamlining their workflow for performance evaluation and compliance auditing.

This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.