AWS First Steps
New feature

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

Amazon Connect Customer enables point-based scoring for evaluating agent performance, offering managers greater flexibility in configuring evaluation criteria

Amazon Connect Customer now supports point-based scoring for performance evaluations, allowing managers to assign points to each criterion based on its business importance. The total points earned determine the score, unlike percentage-based scoring where question weights must sum to 100%. For example, resolving a customer issue might be worth 40 points, meeting compliance requirements 20 points, and proper greetings 10 points-without needing scores to total 100%. Managers can control point allocation by combining compliance criteria into single questions, excluding call reasons from scoring, or awarding bonus points for strong customer rapport. This feature is available in all regions where Amazon Connect Customer is offered.

Why it matters

This update is relevant for managers and evaluators using Amazon Connect Customer, enhancing flexibility in the evaluation process to better reflect business priorities.

Read the original AWS announcement

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