All Content tagged with Amazon Connect Contact Lens

I'm using Amazon Connect Contact Lens evaluation forms to assess my agents' performance. Some of my evaluation questions are only relevant depending on the type of interaction. For example, if the cus...

Chat summaries are currently only viewable in Contact Search and cannot be shown to the agent on workspace or CCP upon ending the contact. This needs to be visible to agents in the workspace during/a...

In all the Quality evaluation reports, I can only see average scores, not the individual scores for each evaluation. Is there a way to see those?

We have built an evaluation form in Contact Lens with the following structure: * 4 scored sections: Customer Experience (32%), Case Handling (18%), Systems (8%), Sales (42%) * distribution mode: Ques...

Hi everyone, I’ve been experimenting with Saved Searches in Contact Search, and I can’t find any way to share them with other users or teams. Each saved search seems to be visible only to the person ...

I m setting a attrbute using set contact attributes block to related contact, I need to use that set value, but its not there in current contact because it is set to related contact, how can i access ...

I'm testing a scenario in Amazon Connect where I use a Disconnect flow to handle the end of a chat session. However, I want the Disconnect flow to trigger only when the customer becomes idle and the ...

I'm working with Amazon Connect and using a Disconnect flow to handle specific chat and voice contact terminations. I need to determine why a contact was disconnected — for example, whether it was cus...

Hi everyone, I’m using the AWS Connect CTI Adapter for Salesforce (https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH), and overall the integration is working fine. How...

I will start using GenAI performance evaluation. I noticed in instructions to evaluators, what sort of instructions can I provide. Please can you share some best practices.

Hello! **I'm trying to develop a telephone AI agent by using the following resources:** - Amazon Connect - Amazon Contact Lens - Amazon Kinesis Data Streams - Amazon Lambda **After having created a...