Amazon Connect Customer now supports points-based scoring in performance evaluations
News
This article announces points-based scoring support in Amazon Connect Customer for evaluating human and AI agent performance.
- Managers assign points to evaluation criteria based on business importance instead of using percentage-based weights
- Scores are calculated as the sum of points earned, without requiring totals to equal 100%
- Enables flexible evaluation configurations like combining compliance criteria or awarding bonus points
- Managers control what counts, how much it counts, and what earns extra credit
- Available in all regions where Amazon Connect Customer is offered
Points-based scoring provides managers greater flexibility in configuring performance evaluations to reflect business priorities.
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