AWS connect documentation change
Summary
Expanded documentation for evaluation rules to include agent notifications and clarify rule conditions. Added examples of supervisor notifications for low scores and agent acknowledgment workflows.
Security assessment
Changes focus on enhancing notification capabilities and user guidance without addressing security vulnerabilities or introducing security-specific features.
Diff
diff --git a/connect/latest/adminguide/create-evaluation-rules.md b/connect/latest/adminguide/create-evaluation-rules.md index 768495ac2..946ee7914 100644 --- a/connect/latest/adminguide/create-evaluation-rules.md +++ b/connect/latest/adminguide/create-evaluation-rules.md @@ -5 +5 @@ -Step 1: Define rule conditionsStep 2: Define rule actionsExample rule with multiple conditions +Step 1: Define rule conditions for evaluation formsStep 2: Define rule actionsExample rule with multiple conditions @@ -9 +9,7 @@ Step 1: Define rule conditionsStep 2: Define rule actionsExample rule with multi -You can create rules that automatically send emails or tasks to supervisors based on evaluation results. This feature helps facilitate quality assurance audits, enabling supervisors to thoroughly review evaluation results. +You can create rules that automatically send emails or tasks to supervisors and agents based on evaluation results. + + * Supervisor notifications can drive timely coaching based on performance evaluations. For example, you can notify supervisors if an agent receives an evaluation score below a certain threshold. + + * Agent notifications can be used to prompt agents to review and acknowledge their evaluations. + + @@ -11 +16,0 @@ You can create rules that automatically send emails or tasks to supervisors base -For example, you may want supervisors to review any evaluation forms that have an answer that is a compliance risk for your company. @@ -15 +20 @@ For example, you may want supervisors to review any evaluation forms that have a - * Step 1: Define rule conditions + * Step 1: Define rule conditions for evaluation forms @@ -24 +29 @@ For example, you may want supervisors to review any evaluation forms that have a -## Step 1: Define rule conditions +## Step 1: Define rule conditions for evaluation forms @@ -113 +118 @@ How scoring and weights work -Search evaluation forms +Acknowledge performance evaluations