AWS – Amazon Connect Contact Lens launches permission for agents to view their own contacts

Amazon Connect Contact Lens now supports a new permission to provide agents with access to only the contacts that they handled, within the contact search page in the Amazon Connect UI. Today, Amazon Connect has permissions that enable contact center managers to access contacts handled by agents in their teams and evaluate agent performance. With this launch, agents can securely search for their own contacts and review their recordings and transcripts alongside performance evaluations submitted by managers.

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