Amazon Connect can now automatically select random samples of agent contacts for evaluation
News
This article announces a new feature in Amazon Connect that enables managers to automatically select random contact samples for agent evaluation.
- Managers specify desired number of contacts per agent for review
- System randomly selects contacts from specified timeframe
- New filters available: audio/screen recordings, transcripts, exclude previously evaluated
- Supports compliance with union agreements, regulations, internal guidelines
- Available in all Amazon Connect regions
This feature streamlines fair and compliant agent evaluation by automating random contact sampling for manager coaching feedback.
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