Discover more about what's new at AWS with Amazon Connect Contact Lens now supports new ways to automate agent performance evaluations

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Amazon Connect Contact Lens has introduced features to automate agent performance evaluations more efficiently. New capabilities include marking certain evaluation questions as not applicable based on conversational insights and using additional contact metrics to automatically fill answers. This enables more accurate and condition-specific assessments, such as evaluating if an agent provided the correct information or resolved issues promptly. These features are available in all regions where Contact Lens is already supported.