Posted June 16, 20231 yr Amazon Connect Contact Lens now provides screen recording capabilities, making it easy for you to help agents improve their performance. With screen recording, you can identify areas for agent coaching (e.g., long contact handle duration or non-compliance with business processes) by not only listening to customer calls or reviewing chat transcripts, but also watching agents’ actions while handling a contact (i.e., a voice call, chat, or task). Screen recording is Payment Card Industry Data Security Standard (PCI) compliant and in scope for System Organization Controls (SOC 1 and SOC 2). View the full article
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