Amazon Connect now provides integrated workflows for managers to coach agents

Amazon Connect Integrated Agent Coaching Workflows

Amazon Connect now delivers integrated agent coaching workflows that enable contact center managers to provide timely, targeted feedback directly within the Connect UI. When managers identify improvement opportunities through evaluation scorecards, they can immediately create coaching plans with specific customer interaction examples. After coaching sessions, agents acknowledge feedback and add notes to confirm understanding of expectations and next steps. Both managers and agents access all coaching history on a single page, enabling systematic progress tracking and improved coaching effectiveness.

What to do

• Utilize the new coaching workflows to provide timely feedback to agents.
• Create coaching plans with specific customer interaction examples.
• Access all coaching history on a single page for systematic progress tracking.

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

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