Amazon Connect can now automatically select random samples of agent contacts for evaluation

Amazon Connect Release Notes

Amazon Connect now offers managers the ability to randomly select agent contacts for evaluation, ensuring fair coaching feedback. Managers can specify the number of contacts to review per agent, adhering to union agreements, regulations, or internal guidelines. They receive a random selection from the specified timeframe, such as 3 contacts per agent from the last week. New filters are also available to ensure selected contacts are suitable for evaluation, including those with audio or screen recordings, transcripts, and excluding previously evaluated contacts.

This feature is available in all regions where Amazon Connect is offered. To learn more, visit our documentation and our webpage.

If you need further guidance on AWS, our experts are available at AWS@westloop.io. You may also reach us by submitting the Contact Us form.