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