Amazon Connect Customer Adds Points-Based Scoring for Agent Evaluations
Amazon Connect Customer now supports points-based scoring for evaluating both human and AI agent performance, offering managers greater flexibility in configuring evaluation criteria. This new method allows managers to assign points to each criterion based on its business importance, with the total score being the sum of earned points, unlike the previous percentage-based system requiring weights to total 100%. Managers can customize scoring by combining criteria, excluding specific elements, or awarding bonus points, ensuring evaluations reflect key business values. The feature is generally available in all regions where Amazon Connect Customer is offered.
Features (1) ›
- Implement points-based scoring for agent performance evaluations
Amazon Connect Customer now offers points-based scoring for evaluating agent performance, enabling managers to assign custom point values to criteria based on business importance. This provides more flexibility than the existing percentage-based method, allowing for varied point allocations, combining criteria, or awarding bonus points to align scores with specific organizational values.
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-customer-points-based-scoring-evaluations/
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