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Found 2 results

  1. Amazon Web Services
    Amazon Connect Contact Lens now provides manager alerts on real-time metrics via email notifications, EventBridge events, or Amazon Connect Tasks. These new alerts enable businesses to notify their managers on unexpected changes in contact center operations that could impact the end-customer experience. With this launch, businesses can now configure alerts that include choosing a metric (e.g., service level), defining a metric threshold (e.g., service level of 90 seconds drops below 75% on a business critical queue), and sending an automated email notification or assigning a task to a manager for follow-up action. View the full article
  2. Amazon Web Services
    Contact Lens for Amazon Connect, launched at re:Invent 2019, provides a set of machine learning (ML) capabilities integrated into Amazon Connect that analyze call recordings or customer sentiment, trends, and compliance of conversations. Now, Contact Lens supports real-time call analytics capabilities, enabling you to detect customer issues during live calls and resolve them faster. View the full article

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