AWS – Amazon Connect Contact Lens dashboards now support access controls using agent hierarchies

Amazon Connect Contact Lens dashboards now supports the ability for contact center administrators to enforce granular access control based on a specific agent hierarchy. Assigning hierarchies to a user allows you to define organizational groups that a user belongs to and you can enable granular access controls by allowing users to only view metrics for agents within their hierarchy or a specific assigned hierarchy. For example, you can configure hierarchy groups and levels for a team, and only agents assigned to a hierarchy group within that team will be able to see metrics for those agents.

Amazon Connect Contact Lens dashboards are available in all commercial AWS regions where Amazon Connect is offered. To learn more about dashboards, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
 

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