Amazon Connect now provides a Contact Lens conversational analytics dashboard that enables customers to understand why customers are contacting, the trends of contact drivers over time, and the performance of each call driver, allowing managers to uncover trends and patterns across key metrics.

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<p>The article discusses a new feature in Amazon Connect called the Contact Lens conversational analytics dashboard, which provides insights into why customers are contacting and the performance of different call drivers.</p>
<p>Specifically, the article covers:</p>
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<li>The dashboard allows understanding of contact drivers, trends over time, and performance metrics like average handle time for each driver</li>
<li>Managers can view real-time and historical data, trends, and insights using custom time periods, charts, and comparisons</li>
<li>It enables identifying spikes in contact volume and drilling down into specific categories for analysis</li>
<li>The feature is available in several AWS regions and is provided at no additional charge</li>
<li>It aims to help contact center managers uncover trends, patterns, and performance across different call drivers</li>
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Amazon Connect now provides a Contact Lens conversational analytics dashboard

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