Review contact records without Contact Lens

You can review detailed information about a contact within Amazon Connect. Here is how: 

Accessing Contact Details 

1. Search for Contact: 

• Utilize the Contact Search feature to locate the desired contact. 

2. Click on Contact Record: 

• Once you have identified the contact, click on the Contact Record associated with the contact. 

Key Features 

1. Agent Interaction: 

• Quickly identify which agent handled the customer interaction and in which queue the contact was answered. 

2. Attributes: 

• View associated attributes of the call, providing additional context and information. 

3. Audio Playback: 

• Listen to the audio recording of the call directly within the interface. 

• Navigate through the recording by clicking on the time bar or using the jump forward/back buttons to skip or rewind by 10-second intervals. 

• Adjust the playback speed as needed to facilitate review and analysis. 

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