Amazon Connect Customer now automatically finds example agent evaluations for tailored coaching
News
Amazon Connect Customer now automatically surfaces relevant agent evaluation examples to help managers deliver tailored, evidence-backed coaching feedback.
- Managers receive examples of recent evaluations where agents scored high or low on chosen coaching topics
- Includes human or AI evaluator notes explaining agent behaviors that drove results
- Enables managers to provide specific, actionable coaching with concrete examples
- Saves time by eliminating manual searching for evaluation examples
- Available in all regions where Amazon Connect Customer is offered
This feature accelerates agent performance improvement by enabling managers to deliver targeted coaching backed by specific evaluation data.
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