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
- (Updated) Microsoft Teams: Quick access to read items while using unread only mode [MC1274550]
- AWS HealthOmics now supports ephemeral storage for private workflows
- Amazon Bedrock AgentCore Memory now supports cross-account access
- Automated Reasoning checks in Amazon Bedrock Guardrails add new policy refinement workflows
![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")