Amazon Connect Customer now supports points-based scoring in performance evaluations
Summary
Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned. In contrast, with the existing percentage-based scoring, each question is a
Why It Matters
This announcement reflects ongoing developments in the technology sector that may impact enterprise IT strategy, consumer technology adoption, or industry competitive dynamics.
Note
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