Amazon Connect provides managers with new criteria while setting up automated evaluations, making it easier to identify relevant contacts for evaluation, and providing additional insights to automatically populate evaluation forms. For example, managers can specify that inbound contacts with no connectivity issues, handled by agents in a specific department, should be automatically evaluated using a particular evaluation form. Additionally, managers can use new metrics criteria on agent call avoidance, contact handling efficiency, and audibility, to automatically fill the selected form.
This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.
Categories: general:products/amazon-connect,marketing:marchitecture/customer-enablement,marketing:marchitecture/business-productivity
Source: Amazon Web Services
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