Amazon Connect Contact Lens launches calibrations for agent performance evaluations

Amazon Connect Contact Lens has launched a new calibration feature for agent performance evaluations to improve consistency and accuracy in performance assessments.

• Multiple managers can evaluate the same contact using a shared evaluation form
• Enables review of differences in manager evaluations
• Helps align managers on evaluation best practices
• Allows identification of opportunities to improve evaluation forms
• Enables comparison of manager evaluations with an approved evaluation
• Supports measuring and improving manager accuracy in agent performance assessment

The feature is available in all regions where Contact Lens performance evaluations are currently supported, offering a more standardized approach to agent performance reviews.