Review contact records with Contact Lens

With Contact Lens, you can review the details of a contact. Here is how: 

Accessing Contact Details 

1. Search for Contact: 

• Utilize Contact Search to locate the desired contact within Amazon Connect. 

2. Click on Contact Record: 

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

Key Features 

1. Agent Interaction and Queue Details: 

• Easily identify which agent interacted with the customer and the queue in which the contact was answered. 

2. Sentiment Analysis and Non-Talk Time: 

• Gain insights into the sentiment trends throughout the call duration. 

• Quickly identify periods of non-talk time within the conversation. 

3. Contact Lens Rules and Categories: 

• Review Contact Lens rules triggered by labels in the Categories section, providing contextual understanding of the interaction. 

4. Visual and Audio Analysis: 

• Visual representation of audio for both the agent and the customer enables quick identification of potential issues. 

• Listen to the audio recording to understand nuances in tone and conversation flow. 

5. Transcript and Sentiment Analysis: 

• Read the transcript of the conversation, with sentiment analysis provided per line. 

• Highlighted text indicates areas where Contact Lens has identified potential issues. 

• Clicking on the timestamp allows you to navigate directly to that part of the audio recording. 

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