Amazon Connect provides two new evaluation question types to capture deeper insights on human and AI agent performance. Managers can now create questions that allow multiple answer selections, such as the products that the customer was interested in during a sales conversation. Additionally, managers can capture dates for customer and agent actions within evaluation forms. For example, you can record when a customer applied for a loan and when it was approved.
This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.
Categories: marketing:marchitecture/contact-center,general:products/amazon-connect,marketing:marchitecture/applications
Source: Amazon Web Services
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