Amazon Connect Customer now supports points-based scoring in performance evaluations

Amazon Connect Customer Updates

Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned. This contrasts with the existing percentage-based scoring, where each question is assigned weights that need to add up to 100%.

For example, a points-based evaluation might award:

• 40 points for resolving the customer's problem
• 20 points for meeting compliance requirements
• 10 points for a proper greeting

Managers control how points are awarded: combining several compliance criteria into one multiple-choice question to shorten the form, excluding the call reason from scoring, or awarding bonus points for strong customer rapport. Managers decide what counts, how much it counts, and what earns extra credit, so the score reflects what the business values most.

What to do

• Review the new points-based scoring system
• Update evaluation criteria to reflect business priorities
• Train managers on the new scoring system

This feature is available in all regions where Amazon Connect Customer is offered. To learn more, please 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.