Amazon Connect Contact Lens performance evaluation capabilities (technical-focused)

This is a recorded webinar. Want to join a future session live? See upcoming events here: https://amazonconnectevents.splashthat.com/ 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. This is a technical-focused session and is ideal for those looking to implement tools to assess more agent/customer interactions while reducing the amount of time they spend identifying performance issues and coaching agents to perform their best.