Amazon Connect Customer now supports points-based scoring in performance evaluations

Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned. In contrast, with the existing percentage-based scoring, each question is assigned weights that need to add up to 100%. For example, a points-based evaluation might award 40 points for resolving the customer's problem, 20 for meeting compliance requirements, and 10 for a proper greeting – without the need for scores to add up to 100. Managers control how points are awarded: combining several compliance criteria into one multiple-choice question to shorten the form, excluding the call reason from scoring, or awarding bonus points for strong customer rapport. Managers decide what counts, how much it counts, and what earns extra credit, so the score reflects what the business values most.

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