
Amazon Connect now offers pre-defined Contact Lens conversational analytics metrics through the GetMetricDataV2 API, enabling contact center managers to track agent performance and customer interactions such as interruptions, talk time, and greeting response times.


<div><p>This article announces new pre-defined Contact Lens conversational analytics metrics in Amazon Connect, available through the GetMetricDataV2 API for contact center managers.</p><ul><li>Analyze agent interruptions, talk time, and customer greeting response times</li><li>Create custom dashboards to track agent performance and handle time metrics</li><li>Identify coaching opportunities based on agent talk time analysis</li><li>Available in 9 AWS regions globally with no additional charge</li><li>Accessible via GetMetricDataV2 API for aggregate contact quality analysis</li></ul><p>Amazon Connect now enables contact center managers to gain deeper insights into agent performance and customer interactions through conversational analytics metrics.</p></div>


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