Amazon Connect can now automatically initiate follow-up evaluations to analyze specific situations identified during initial evaluations. For example, when an initial customer service evaluation detects customer interest in a product, Amazon Connect can automatically trigger a follow-up evaluation focused on the agent’s sales performance. This 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.
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
Source: Amazon Web Services
Latest Posts
- Introducing the Amazon EKS Hybrid Nodes gateway for hybrid Kubernetes networking
- Amazon CloudWatch Logs Insights introduces JOIN and sub-query commands
- Amazon Location Service now offers bulk address validation for the United States, Canada, Australia, and the United Kingdom
- AWS Glue now supports OAuth 2.0 for Snowflake connectivity
![Power Automate – Information about ‘Retry with AI vision’ functionality in Power Automate for desktop [MC1177141]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-steve-27366414-150x150.webp "Power Automate - Information about 'Retry with AI vision' functionality in Power Automate for desktop [MC1177141] 7")