Amazon Connect Contact Lens, the cloud-based contact center service by Amazon, has introduced two exciting new features that enhance agent performance evaluation and monitoring. The first feature enables agent screen recording in a multi-session VDI (Virtual Desktop Infrastructure) environment. With this feature, supervisors can now record the screens of their agents during customer interactions, providing a comprehensive view of the agent’s activities. These recordings can be easily accessed and viewed in the Amazon Connect web UI, making it convenient for supervisors to assess and analyze agent performance.
The second feature introduced by Amazon Connect Contact Lens is the generative AI-powered agent performance evaluations. This feature utilizes advanced AI algorithms to provide managers with faster and more accurate agent evaluations. The AI-generated recommendations for agent evaluation forms streamline the process, saving time and effort for supervisors. These recommendations are available in specific regions and languages, ensuring a localized and personalized evaluation experience for contact centers around the world. Additionally, managers receive valuable insights into agent behavior, allowing them to make more informed decisions when it comes to performance management.
With these new features, Amazon Connect Contact Lens continues to deliver innovative and cutting-edge solutions for contact centers. By combining agent screen recording and generative AI-powered agent performance evaluations, supervisors can effectively monitor and evaluate agent performance, leading to enhanced customer experiences and improved overall contact center efficiency.

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Amazon Connect Contact Lens introduces two new features: agent screen recording and generative AI-powered agent performance evaluations. These features enhance agent evaluation and monitoring, providing supervisors with a comprehensive view of agent activities and saving time with AI-generated recommendations.

New Features in Amazon Connect Contact Lens: Agent Screen Recording and Generative AI-Powered Agent Performance Evaluations