Amazon Connect Contact Lens launches calibrations for agent performance evaluations

You can now perform calibrations to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. During a calibration, multiple managers can evaluate the same contact using the same evaluation form. You can then review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form, e.g. rephrasing an evaluation question to be more specific, so that it is consistently answered by managers. You can also compare manager’s answers with an approved evaluation to measure and improve manager accuracy on evaluating agent performance.

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

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