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Amazon Connect surfaces agent evaluation examples for coaching

governanceawsgaengineer
feature

Amazon Connect now automatically surfaces example agent evaluations when managers prepare coaching feedback, offering evidence-based guidance for tailored coaching. Managers receive examples of recent high or low scores on specific topics, with evaluator notes detailing agent behaviors. This feature accelerates agent performance improvement by saving managers time previously spent searching for examples and is available in all Amazon Connect regions.

  • →Automated surfacing of agent evaluation examples for coaching
  • →Streamlined coaching feedback and agent performance improvement
  • →Feature availability and documentation
Features (1) ›
  • Automated surfacing of agent evaluation examples for coaching

    Managers preparing agent coaching feedback in Amazon Connect now automatically receive relevant examples of recent evaluations where the agent scored high or low on a specific coaching topic. These examples include human or AI evaluator notes that explain the agent behaviors contributing to the outcome, enabling more tailored and evidence-backed feedback.

Enhancements (1) ›
  • Streamlined coaching feedback and agent performance improvement

    The feature enables managers to deliver targeted coaching more efficiently by providing direct examples, such as calls demonstrating successful or unsuccessful de-escalation techniques. This accelerates agent performance improvement by reducing the time managers spend manually searching for relevant examples.

Notes (1) ›
  • Feature availability and documentation

    This coaching feedback feature is now available in all regions where Amazon Connect is offered. Further details can be found in the product's documentation and webpage.

Read the original announcement →

https://aws.amazon.com/about-aws/whats-new/2026/07/amazon-connect-customer-example-evaluations-for-agent-coaching/

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