Amazon Connect Contact Lens launches new real-time dashboard

Amazon Connect Contact Lens has launched a new real-time dashboard that provides enhanced monitoring and management capabilities for contact center agents.

• Allows real-time monitoring of agent activity
• Enables immediate actions like listening to contacts, taking over interactions, and changing agent states
• Offers performance comparisons using custom time periods and summary charts
• Provides visual indicators for agent status, such as highlighting errors in red
• Tracks agent post-contact work time and status

The dashboard is available in all commercial AWS regions where Amazon Connect is offered, providing contact center managers with powerful real-time insights and control.