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Amazon Connect launches pre-defined Contact Lens conversational analytics metrics

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Amazon Connect now provides pre-defined Contact Lens conversational analytics metrics, available via the GetMetricDataV2 API, enabling contact center managers to analyze aggregate contact quality and agent performance. These new metrics allow managers to understand how many times an agent interrupted a customer, the talk-time for a contact overall, by agent, or by customer, and how long it took for an agent to first greet the customer on chat. For example, using these metrics, customers can create custom dashboards to analyze if an agent’s average handle time is high due to higher than expected agent talk time, and if so, provide agent coaching to improve.

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