Amazon Connect Contact Lens launches agent performance evaluations for email contacts

You can now evaluate agent performance on emails in Amazon Connect, enabling managers to assess agent performance across contact channels (voice, chat, email, and tasks) in a single easy-to-use web interface, and get aggregated insights across cohorts of agents over time. With this launch, managers can evaluate agent performance by reviewing email threads and additional details of the email interaction (e.g., handle time) in a single UI. Contact centers can also use public APIs to incorporate data from third-party systems (e.g., CSAT, sales volumes, customer retention, etc.) into performance evaluations of email contacts, providing managers with comprehensive insights on agent performance.

This feature is available in all regions where Contact Lens performance evaluations is already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.