Amazon Connect can now automatically select random samples of agent contacts for evaluation

Amazon Connect can now provide managers with random samples of agent contacts for evaluation, so they can provide fair coaching feedback to agents. Managers can specify how many contacts they need to review per agent, as per union agreements, regulations, or internal guidelines. They then receive the required number of contacts randomly selected from the specified timeframe, for example, 3 contacts per agent from the last week. Additionally, managers can use new filters to ensure that the selected contacts are suitable for evaluation, such as those with audio or screen recordings, transcripts, and exclude previously evaluated contacts.

This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.