Amazon Connect now supports automated follow-up evaluations triggered by initial evaluation results

Amazon Connect Automated Evaluations

Amazon Connect can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. This feature enables managers to maintain consistent evaluation standards across agent cohorts and over time, while capturing deeper insights on specific scenarios such as sales opportunities, escalations, and other critical interaction moments.

What to do

• Visit the documentation to learn more about automated evaluations.
• Check out the webpage for more information.

Source: AWS release notes

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