Amazon Connect Contact Lens now provides a dashboard with aggregated insights on agent performance evaluations

Amazon Connect Contact Lens has launched a new dashboard for managers to evaluate agent performance with comprehensive insights:

• Provides aggregated performance evaluations across teams and individuals
• Offers detailed performance scorecards with metrics like contacts handled and average handle time
• Enables comparison of agent performance across cohorts and over time
• Helps identify agent strengths and areas for improvement
• Provides insights into agent time allocation and contact handling efficiency

The dashboard is available in all regions where Contact Lens performance evaluations are currently supported, offering managers a unified view of contact center agent performance.