AWS – Amazon Connect Contact Lens now enables supervisors to manage in-progress contacts

Amazon Connect Contact Lens now supports the ability to transfer, reschedule or end in-progress contacts on the contact details page within the Amazon Connect UI. Today, Amazon Connect Contact Lens enables supervisors to search for and view in-progress and completed contacts across voice, chat and task channels. With this launch, supervisors can perform actions on in-progress contacts using the Amazon Connect UI, enabling them to end stale or inactive contacts in different channels, and reschedule or redistribute tasks across agents.

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