Introducing COMPASS Lens: Your AI-Powered Co-Pilot for Conversational Analytics

In the modern contact center, data is everywhere — but actionable insight often isn’t. Teams spend hours pulling reports, cross-checking metrics, and chasing trends just to answer simple performance questions. That’s where COMPASS Lens comes in.

COMPASS Lens is your AI-powered assistant for contact center analytics. It takes the complexity out of data exploration and turns natural language questions into instant, clear, and actionable insights. No dashboards. No delays. No data science degree required.

What Is COMPASS Lens?

COMPASS Lens is a conversational analytics solution that integrates directly with  Genesys Cloud to make your contact center data accessible, understandable, and actionable.

Just ask questions like:

  • “Which agents had the most empathy in customer calls last month?”

  • “What were the top customer concerns this week?”

  • “How many interactions had churn risk by queue?”

And get answers in seconds — with trends, summaries, and optional charts — all scoped to the user’s permission model.

COMPASS Lens is available as a chat-style assistant via web or embedded UI, and comes in two flavors:

  • Standard Agent: Focused on conversation, evaluation, and performance metrics

  • Extended Agent: Adds audit trail, user behavior, and call activity insights for deeper operational intelligence

What Is Conversational Analytics?

Conversational analytics goes beyond raw metrics. It’s about understanding what customers and agents are really saying — and how those conversations reflect on satisfaction, performance, and business outcomes.

With COMPASS Lens, conversational analytics means:

  • Detecting sentiment trends and emotional shifts across interactions

  • Identifying topics, escalation triggers, and churn risks

  • Correlating agent behavior with customer outcomes

  • Surfacing training needs and coaching opportunities

It’s like putting AI-powered ears and eyes across thousands of conversations, and having it whisper the most important takeaways right into your team’s workflow.

Benefits for Contact Centers

1. Instant Answers, Zero Wait Time

With Lens, supervisors and managers no longer have to wait for scheduled reports or analyst queries. Just ask and get insight in seconds — even follow up with “Break that down by agent” or “Show me last week instead.”

2. Analytics for Everyone

No dashboards to navigate. No filters to configure. Lens puts the power of advanced analytics into the hands of everyone — from QA leads to team coaches.

3. Better Coaching, Smarter QA

Lens highlights agent performance trends, evaluation gaps, and top/bottom performers. It helps prioritize feedback, identify strengths, and support targeted improvement through personalized PEPs.

4. Unlock New Operational Insight

Beyond agent metrics, Lens can explore systemic patterns — like which products generate the most complaints, what topics trend before churn, or how policy changes affect sentiment.

Built for the Genesys Cloud Ecosystem

  • Seamless SSO authentication with Genesys Cloud

  • Fully aligned with Genesys Cloud’s security model — adheres to the native permission framework for divisions, queues, and agents that each user is authorized to access

  • Powerful AI add-on for Genesys Workforce Engagement Management (WEM) — extends core WEM capabilities with conversational analytics, auto-evaluations, and personalized coaching insights

  • Empowers business users with deep access to Genesys Cloud conversation data — brings understanding of the underlying conversation model and insights to the surface, without requiring technical expertise or manual data extraction

  • Deployed securely on AWS with enterprise-grade compliance

Whether you’re scaling QA efforts, exploring agent coaching opportunities, or uncovering insights hidden in conversation data, COMPASS Lens is built to meet you where you are — and elevate where you’re going.

Get Started

COMPASS Lens is your co-pilot for transforming raw conversations into real-time understanding. It’s smart, secure, scalable — and ready to help you reimagine how insights fuel action in your contact center.

Want to see it in action?
✨ Just ask: “What were my top-performing agents last month — and why?”
Lens will take it from there.

COMPASS Lens: Turn conversations into clarity.

Learn More