Amazon Connect Customer now automatically finds example agent evaluations for tailored coaching

Amazon Connect Customer now automatically surfaces relevant examples of an agent's evaluations when managers are preparing coaching feedback, so they can deliver actionable, evidence-backed coaching to agents. When a manager prepares agent coaching feedback in Amazon Connect Customer, they automatically receive examples of recent evaluations where the agent scored high or low on the chosen coaching topic, along with human or AI evaluator notes explaining the agent behaviors that drove the result. For example, while preparing feedback for an agent on "de-escalation," a manager receives example calls where the agent successfully calmed a frustrated customer, alongside calls that were escalated, with insights into the agent behaviors that led to each outcome. This enables managers to deliver tailored coaching that accelerates agent performance improvement, while saving the time spent manually searching for examples.

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