Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enable you to monitor, measure, and continuously improve contact quality and agent performance. It helps improve your agent productivity, customer experience and manager insights. With Contact lens, you can:
Search for contacts
Transcribe customer conversations
Analyze conversations using conversational analytics
Evaluate agent performance to identify coaching opportunities
Amazon Connect
Contact Center managers can access Amazon Connect dashboard and the Contact Control Panel (CCP) to manage agents, receive and make calls, and access Real-Time and Historical Metrics.
Content
Real-Time Metric Reports
Historical Metrics Reports
Login/Logout Reports
Actions
Save as Report
Download Report
Share Report
Schedule Report
View Saved Reports
Use the Amazon Connect Dashboard to:
Navigate to the Amazon Connect Login page to find your department’s URL
Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
Once you are logged in, you will be taken to the Amazon Connect Dashboard.
Content
Add Agent
Edit Agent Role
Remove Agent
Change Agent Status
Silent Monitoring and Barge
Add Agent
Important: Managers should use MCommunity & Amazon Connect to add, remove, or modify agents.
Step 1: In MCommunity