Amazon Connect Contact Lens now supports the ability for contact center managers to search and view in-progress contacts across voice, chat, and task channels within the contact search page in the Amazon Connect UI. Today, managers can search and view completed contacts on the contact search page to monitor contact quality and agent performance. With this launch, managers can search and view in-progress contacts enabling them to view real-time conversational analytics (e.g., customer sentiment) and take actions (e.g., transfer tasks across agents).
Source:: Amazon AWS