Amazon Connect Contact Lens launches agent performance evaluations for email contacts

Amazon Connect Contact Lens has launched performance evaluations for email contacts, expanding its agent assessment capabilities across multiple communication channels.

• Managers can now evaluate agent performance for email interactions in a single web interface
• Enables review of email threads and interaction details like handle time
• Supports integration with public APIs for incorporating third-party data
• Allows aggregated insights across agent cohorts over time
• Available in all regions where Contact Lens performance evaluations exist

This enhancement provides contact center managers with comprehensive tools to assess and improve agent performance across voice, chat, email, and task channels.