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Amazon Connect Contact Lens now supports new ways to automate agent performance evaluations

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The article discusses new features added to Amazon Connect Contact Lens to automate agent performance evaluations.

Specifically, the article covers:

  • Automatically marking evaluation questions as not applicable based on conversational insights
  • Using additional contact metrics to automatically fill answers to evaluation questions
  • Examples of when certain questions would be evaluated or marked as not applicable
  • Availability of the new features in all regions where Contact Lens performance evaluations is available
  • Links to documentation, product webpage, and pricing information
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