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
- Review agent screen recordings handling customer contacts.
- Monitor live and recorded conversations.
Note: Contact Lens Rules, Custom vocabularies, and Evaluation Forms are not currently enabled.
Search for Contacts
- Log in to Amazon Connect with your U-M Credentials.
- Choose Analytics and optimization, then Contact search.
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Use the filters on the page to narrow your search. Specify the time range, you may also check Include start and end time. For date, you can search up to 8 weeks at a time. From Add filter icon, search by specific fields (Agent, contact ID, disconnect reason, Interaction duration....), and then click Apply.
Note: From the Channel tab, you don't need to choose any options, since Voice is the only channel available at this time.
- (Optional) Click the gear icon to add Additional fields to your search results. These options are not used to filter your search.
- Click the Download icon to download your search results. Note: You can download up to 3,000 search results at a time.
