AWS connect documentation change
Summary
Added documentation for conditionally enabling questions based on previous answers, updated permission requirements, and restructured steps with examples.
Security assessment
The change adds explicit security profile permission requirements ('Analytics and Optimization - Evaluation forms - manage form definitions - Create'), which documents access control aspects. While there's an example mentioning customer identity validation, the core conditional question feature itself isn't a security feature. No evidence of addressing a specific security vulnerability.
Diff
diff --git a/connect/latest/adminguide/create-evaluation-forms.md index 0edb00017..d121c735d 100644 --- a/connect/latest/adminguide/create-evaluation-forms.md +++ b/connect/latest/adminguide/create-evaluation-forms.md @@ -5 +5 @@ -Create an evaluation form with a titleAdd sections and questionsAdd answersAssign scores and ranges to answersEnable automated evaluationsPreview the evaluation formAssign weights for final scoreActivate an evaluation form +Create an evaluation form with a titleAdd sections and questionsAdd answersConditionally enable questionsAssign scores and ranges to answersEnable automated evaluationsPreview the evaluation formAssign weights for final scoreActivate an evaluation form @@ -7 +7 @@ Create an evaluation form with a titleAdd sections and questionsAdd answersAssig -# Create an evaluation form with a title in Amazon Connect +# Create an evaluation form in Amazon Connect @@ -9 +9 @@ Create an evaluation form with a titleAdd sections and questionsAdd answersAssig -In Amazon Connect, you can create [many different evaluation forms](./feature-limits.html#evaluationforms-feature-specs). For example, you may need a different evaluation form for each business unit and type of interaction. Each form can contain multiple sections and questions. You can assign [weights](./about-scoring-and-weights.html) to each question and section to indicate how much their score impacts the agent's total score. You can also configure automation on each question, so that answers to those questions are automatically filled using insights and metrics from Contact Lens conversational analytics. +In Amazon Connect, you can create [many different evaluation forms](./feature-limits.html#evaluationforms-feature-specs). For example, you may need a different evaluation form for each business unit and type of interaction. @@ -11 +11,10 @@ In Amazon Connect, you can create [many different evaluation forms](./feature-li -This topic explains how to create a form configure automation using the Amazon Connect admin website. To create and manage forms programmatically, see [Evaluation actions](https://docs.aws.amazon.com/connect/latest/APIReference/evaluation-api.html) in the _Amazon Connect API Reference_. +Each form can contain multiple sections and questions. + + * You can assign [weights](./about-scoring-and-weights.html) to each question and section to indicate how much their score impacts the agent's total score. + + * You can configure automation on each question so that answers to those questions are automatically filled using insights and metrics from Contact Lens conversational analytics. + + + + +This topic explains how to create a form and configure automation using the Amazon Connect admin website. To create and manage forms programmatically, see [Evaluation actions](https://docs.aws.amazon.com/connect/latest/APIReference/evaluation-api.html) in the _Amazon Connect API Reference_. @@ -15 +24,3 @@ This topic explains how to create a form configure automation using the Amazon C - * Create an evaluation form with a title + * Step 1: Create an evaluation form with a title + + * Step 2: Add sections and questions @@ -17 +28 @@ This topic explains how to create a form configure automation using the Amazon C - * Add sections and questions + * Step 3: Add answers @@ -19 +30 @@ This topic explains how to create a form configure automation using the Amazon C - * Add answers + * Step 4: Conditionally enable questions @@ -21 +32 @@ This topic explains how to create a form configure automation using the Amazon C - * Assign scores and ranges to answers + * Step 5: Assign scores and ranges to answers @@ -23 +34 @@ This topic explains how to create a form configure automation using the Amazon C - * Enable automated evaluations + * Step 6: Enable automated evaluations @@ -25 +36 @@ This topic explains how to create a form configure automation using the Amazon C - * Preview the evaluation form + * Step 7: Preview the evaluation form @@ -27 +38 @@ This topic explains how to create a form configure automation using the Amazon C - * Assign weights for final score + * Step 8: Assign weights for final score @@ -29 +40 @@ This topic explains how to create a form configure automation using the Amazon C - * Activate an evaluation form + * Step 9: Activate an evaluation form @@ -38 +49 @@ The following steps explain how to create or duplicate an evaluation form and se - 1. Log in to Amazon Connect with a user account that has permissions to create evaluation forms. + 1. Log in to Amazon Connect with a user account that has the following security profile permission: **Analytics and Optimization** \- **Evaluation forms - manage form definitions** \- **Create**. @@ -48 +59 @@ Select an existing form and choose **Duplicate**. - 4. Enter a title for the form, such as `Sales evaluation`, or change the existing title. When finished, choose **Ok**. + 4. Enter a title for the form, such as _Sales evaluation_ , or change the existing title. When finished, choose **Ok**. @@ -67 +78 @@ The following tabs appear at the top of the evaluation form page: - 1. While on the **Sections and questions** tab, add a title to the section 1, for example, **Greeting**. + 1. While on the **Sections and questions** tab, add a title to the section 1, for example, _Greeting_. @@ -73 +84 @@ The following tabs appear at the top of the evaluation form page: - 3. In the **Question title** box, enter the question that will appear on the evaluation form. For example, **Did the agent state their name and say they are here to assist?** + 3. In the **Question title** box, enter the question that will appear on the evaluation form. For example, _Did the agent state their name and say they are here to assist?_ @@ -77 +88,3 @@ The following tabs appear at the top of the evaluation form page: - 4. In the **Instructions to evaluators** box, add information to help the evaluators or generative AI to answer the question. For example, for the question _Did the agent try to validate the customer identity?_ you may provide additional instructions such as, _The agent is required to always ask a customer their membership ID and postal code before addressing the customer’s questions_. + 4. In the **Instructions to evaluators** box, add information to help the evaluators or generative AI to answer the question. + +For example, for the question _Did the agent try to validate the customer identity?_ you may provide additional instructions such as, _The agent is required to always ask a customer their membership ID and postal code before addressing the customer's questions_. @@ -100 +113 @@ The following image shows example answers for a **Single selection** question. - + @@ -104 +117,49 @@ The following image shows an answer range for a **Number** question. - + + + 3. You can also mark a question as optional. This enables managers to skip the question (or mark it as **Not applicable**) while performing an evaluation. + + + + + + +## Step 4: Conditionally enable questions + +Evaluation forms can have questions that are conditionally enabled or disabled, based on answers to other questions. For example, you can configure a follow-up question to appear in the form only if it is needed. + + 1. Choose a question that needs a follow-up question. The question type must be **Single selection** , and it must be not be an optional question (do not select the **Optional question** checkbox). + +For example, in the following image, question 1.1 is _What was the reason for the call?_ and the **Optional question** checkbox is not selected. + + + + 2. Add a follow-up question and now select the **Optional question** checkbox. + +In the following image, the follow-up question is question 1.2 _Did the agent check if the customer attempted new account registration online?_ and the **Optional question** checkbox is selected. + + + + 3. Choose the **Conditionally enable question** tab and then turn on **Conditional question**. The toggle is shown in the following image. + + + + 4. Configure the follow-up question to be enabled only if answer to question 1.1. _What was the reason for the call?_ is **New account registration**. These options are shown in the following image. + + + +With this configuration, the follow-up question _Did the agent check if the customer attempted new account registration online?_ is dynamically added to the form only if the answer to _What was the reason for the call?_ is **New account registration**. In all other cases this question is not present in the form and does not need to be answered. + + 5. To verify that this configuration works as expected, use the **Preview** action. + + + + +Following are a few things to keep in mind when creating conditional questions: + + * When a question is conditionally enabled, it is by default disabled. + + * When a question is conditionally disabled, it is by default enabled. + + * You can only use **Single-select** questions to conditionally enable or disable other questions. The question cannot be optional. + + * You can choose one or more answer options to trigger the condition of a conditional question. @@ -106 +166,0 @@ The following image shows an answer range for a **Number** question. - 3. You can also mark a question as optional. This enables managers to skip the question (or mark it as **Not applicable"**) while performing an evaluation. @@ -108 +167,0 @@ The following image shows an answer range for a **Number** question. - @@ -110 +168,0 @@ The following image shows an answer range for a **Number** question. - 4. When you're finished adding answers, continue to the next step to enable scoring, and add ranges for scoring **Number** answers. @@ -111,0 +170 @@ The following image shows an answer range for a **Number** question. +###### Note @@ -112,0 +172 @@ The following image shows an answer range for a **Number** question. +If Gen AI-powered automation is enabled on a question that is conditionally enabled, then the use of Gen AI on that question counts towards the usage limit of questions that can be evaluated on a contact using Gen AI. It counts even if the question was conditionally disabled. @@ -113,0 +174 @@ The following image shows an answer range for a **Number** question. +For the default limit of the **Number of evaluation questions that can be answered automatically on a contact using generative AI** , see [Contact Lens service quotas](./amazon-connect-service-limits.html#contactlens-quotas). @@ -115 +176 @@ The following image shows an answer range for a **Number** question. -## Step 4: Assign scores and ranges to answers +## Step 5: Assign scores and ranges to answers @@ -117 +178 @@ The following image shows an answer range for a **Number** question. - 1. Go to the top of the form. Choose the **Scoring** tab, and then choose **Enable scoring**. + 1. Go to the top of the form. Choose the **Scoring** tab, and then select the **Enable scoring** checkbox. @@ -119 +180 @@ The following image shows an answer range for a **Number** question. - + @@ -152 +213 @@ If you assign a score of **Automatic fail** to a question, _the entire evaluatio -## Step 5: Enable automated evaluations +## Step 6: Enable automated evaluations @@ -241 +302 @@ After an evaluation form is activated with automation configured on some of the -## Step 6: Preview the evaluation form +## Step 7: Preview the evaluation form @@ -251 +312 @@ The following image shows the form preview. Use the arrows to collapse sections -## Step 7: Assign weights for final score +## Step 8: Assign weights for final score @@ -274 +335 @@ For example, in the following image, question 2.1 was manually set to 50 percent -## Step 8: Activate an evaluation form +## Step 9: Activate an evaluation form