Contact Lens for Amazon Connect now provides a set of evaluation capabilities (GA) that enables contact center managers to create evaluation forms with criteria (e.g., agent adherence to talk scripts or compliance with sensitive data collection practices) that can be scored using Contact Lens’ machine learning powered speech analytics, and view aggregated agent performance results. Contact centers can also use public APIs to ingest data (e.g., customer satisfaction scores, sales records, etc.) from third-party sources such as CSAT survey tools or CRM systems, and have all relevant agent performance data and insights across cohorts of agents over time, in a single easy-to-use web interface.
Source:: Amazon AWS