Amazon Connect Contact Lens can now take automated actions based on hold times and agent interaction time

Amazon Connect Contact Lens has introduced new automated rule-creation capabilities for managers to evaluate agent performance based on hold times and interaction durations.

• Managers can create rules to monitor customer hold times and agent interaction lengths
• Automated actions include contact categorization and performance evaluations
• Rules can check if agents set expectations before long hold times (e.g., over 5 minutes)
• Managers can exclude very short interactions (less than 30 seconds) for more meaningful insights
• Feature available in all regions with Contact Lens performance evaluations

The new capability allows for more nuanced and automated assessment of customer service agent performance, helping managers identify and improve interaction quality.