Amazon Connect Customer launches permission for agents to view only their own performance evaluations

Amazon Connect Customer Updates

Amazon Connect Customer now supports a permission that allows agents to access their own performance evaluations in the Connect UI without exposing other agents' evaluations. This feature enables agents to review feedback to improve their performance.

With this permission, agents can:

• Search for contacts where they have received an evaluation
• View their evaluations alongside call recordings and transcripts
• Submit an acknowledgment after reviewing

Agents can also be granted access to view their entire department's contacts for investigating multi-contact customer issues, while ensuring they can only view their own evaluations. This provides operational flexibility while maintaining privacy.

What to do

• Update agent permissions to enable access to their own performance evaluations
• Review documentation for implementation details

This feature is available in all AWS regions where Amazon Connect Customer is offered. To learn more, please see our website and documentation.

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.