Amazon Connect Customer now supports a permission that gives agents access to their own performance evaluations in the Connect UI, without exposing other agents’ evaluations, so they can review feedback to improve their performance. With this permission, agents can search for contacts where they have received an evaluation, view their evaluations alongside call recordings and transcripts, and submit an acknowledgment after reviewing. Agents can be granted access to view their entire department’s contacts for investigating multi-contact customer issues, while ensuring that they can only view their own evaluations. This provides operational flexibility while ensuring that agents cannot view sensitive peer performance data.
This feature is available in all AWS regions where Amazon Connect Customer is offered. To learn more, please see our website and documentation.
Categories: marketing:marchitecture/contact-center,marketing:marchitecture/applications,general:products/amazon-connect
Source: Amazon Web Services
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