Amazon Connect launches an appeals workflow for agent performance evaluations

Amazon Connect Updates

Amazon Connect now offers an integrated workflow to capture and resolve agent appeals of performance evaluations, improving evaluation fairness and agent engagement. Agents can now appeal evaluations directly within the Connect UI, providing their reasoning. Managers receive automated email notifications to review and resolve these appeals, and can monitor the status of appeals for timely resolution.

What to do

• Agents: Appeal evaluations with specific examples directly in the Connect UI.
• Managers: Review automated email notifications and resolve appeals, monitor their status.

Source: AWS release notes

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