Track
Analytics
You cannot staff, coach, or dispute a contact you cannot join back to one ContactId.
6 rooms. Open one, then use its quiz.
Read a CTR before you build a dashboard
The CTR is the finished contact. Real-time metrics are a picture of now. They answer different questions.
Real-time boards and historical intervals
Service level is a historical interval unless you say you are looking at the live queue.
Conversational analytics is Contact Lens under a new name
The function did not vanish on 4 August 2026. The admin guide changed the name.
Agent events are the live staffing truth
The real-time board is a view. The event stream is the feed other systems can trust.
Turn conversational analytics on for the contact
A new instance already has the feature. A contact still needs the flow block.
Evaluation forms, from a blank page to a rule
A form can be filled by a person, by a category, or by a model. Activation is still your step.
Sources and go deeper
- Integrate Amazon Connect with Amazon Kinesis | AWS re:Post community. last checked 2026-10
- Connect Customer agent event streams - Amazon Connect Customer AWS docs. last checked 2026-10
- Connect Customer contact events - Amazon Connect Customer AWS docs. last checked 2026-10
- Contact Lens for Amazon Connect is now generally available - AWS AWS docs. last checked 2026-10
- What is Amazon Kinesis Data Streams? - Amazon Kinesis Data Streams AWS docs. last checked 2026-10
- Amazon Kinesis - Wikipedia Wikipedia. last checked 2026-10
- confirm Real-time metrics. AWS docs. last checked 2026-10. Opened 2026-10. The link left this article and opened the Amazon Connect Customer guide home.
- Call centre - Wikipedia Wikipedia. last checked 2026-10
- Enable conversational analytics in Connect Customer conversational analytics - Amazon Connect Customer AWS docs. last checked 2026-10
- Connect Customer conversational analytics - Amazon Connect Customer AWS docs. last checked 2026-10
- Create an evaluation form in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
sources.json (an-ctr) sources.json (an-metrics) sources.json (an-lens) sources.json (an-agents) sources.json (lens-on) sources.json (lens-eval)