Amazon Connect Contact Lens now enables you to capture agent acknowledgements of performance evaluations

You can now capture and review agent acknowledgements of performance evaluations within Contact Lens, ensuring that agents have reviewed evaluation feedback and understand performance expectations. Today, agents receive automated email notifications or tasks to review their performance evaluations. With this launch, agents can acknowledge their review of performance evaluations within the Connect UI, and add optional notes (e.g., “reviewed and accepted feedback on being more empathetic towards angry customers”). Managers can then track agent acknowledgements, to confirm that agents are regularly reviewing the feedback on performance evaluations for improving their performance.

This feature is available in all regions where Contact Lens performance evaluations are already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.