Amazon Connect dashboards now support filtering metrics based on custom business dimensions such as business divisions, product lines, or customer segments. Using predefined attributes, you can create business dimensions to filter metrics helping you customize the dashboards based on your…

Amazon Connect now automates agent performance evaluations in Portuguese, French, Italian, German, and Spanish using generative AI. Managers define custom evaluation criteria in natural language and receive AI-generated evaluations with justifications in their preferred language. Performance evaluations also supports cross-language…