Amazon Connect can now include agent activities from third-party applications when evaluating agent performance

Amazon Connect has expanded its agent performance evaluation capabilities by allowing integration of third-party application activities as Connect Tasks.

• Managers can now programmatically ingest activities from external applications
• Third-party tasks can be captured with relevant performance attributes
• Enables comprehensive evaluation of agent work across multiple platforms
• Provides a unified dashboard for assessing agent performance
• Available in all regions with Contact Lens performance evaluations

This feature allows contact center managers to get a more holistic view of agent performance by incorporating tasks from various applications into a single evaluation system.