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.
Source:: Amazon AWS