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Get the Most Out of Amazon Connect: Amazon Connect Contact Lens performance evaluations (Technical-focused)

Join the Amazon Connect Solutions Architect team for a virtual, technical-focused workshop designed to teach you how to implement new capabilities and maximize your investment in Amazon Connect. We'll deep-dive on leveraging Amazon Connect Contact Lens performance evaluation capabilities to manage agent quality and get a comprehensive view of agents' performance.

In this two-hour workshop, you’ll learn how to:

  • Create and implement evaluation forms with criteria that can be scored using Contact Lens’ machine learning powered speech analytics
  • Use public APIs to ingest data from third-party sources such as CSAT survey tools or CRM systems, and have all relevant agent performance data and insights across cohorts of agents over time, in a single easy-to-use web interface.
  • Stream evaluation form output data and Contact Records from Amazon Connect, process evaluation form data, correlate the data, and visualize the results using Amazon QuickSight.