AWS connect documentation change
Summary
Expanded documentation for evaluation metrics including detailed calculation logic, access methods, and metric properties. Added structured sections for metric type, category, API/web access, calculation logic, and notes.
Security assessment
The changes provide enhanced documentation about metric calculations and usage but contain no references to security vulnerabilities, access controls, encryption, or security features. The updates focus on operational understanding of performance metrics rather than security aspects.
Diff
diff --git a/connect/latest/adminguide/evaluation-metrics.md b/connect/latest/adminguide/evaluation-metrics.md index a15f2ac69..0d633d43b 100644 --- a//connect/latest/adminguide/evaluation-metrics.md +++ b//connect/latest/adminguide/evaluation-metrics.md @@ -15 +15 @@ Also check out the [Agent performance evaluations dashboard](./agent-performance -The average evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric. +This metric provides the average evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric. @@ -19 +19,42 @@ The average evaluation score corresponds to the grouping. For example, if the gr -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_EVALUATION_SCORE`. +**Metric type** : Percent + +**Metric category** : Contact evaluation driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_EVALUATION_SCORE` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average evaluation score + + + + +**Calculation logic** : + + * Get sum of of evaluation scores: forms + sections + questions. + + * Get total number of evaluations. + + * Calculate average score: (sum of scores) / (total evaluations). + + + + +**Notes** : + + * Excludes calibration evaluations. + + * Score granularity depends on grouping level. + + * Returns percentage value. + + * Requires at least one filter from: queues, routing profiles, agents, or user hierarchy groups. + + * Based on submitted evaluation timestamp. + + * Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -21 +61,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -23 +62,0 @@ Data for this metric is available starting from January 10, 2025 0:00:00 GMT. -Type: Percent @@ -25 +63,0 @@ Type: Percent -Category: Contact evaluation driven metric @@ -29 +67 @@ Category: Contact evaluation driven metric -The average weighted evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric. +This metric provides the average weighted evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric. @@ -35 +73,44 @@ The average evaluation score corresponds to the grouping. For example, if the gr -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `AVG_WEIGHTED_EVALUATION_SCORE`. +**Metric type** : Percent + +**Metric category** : Contact evaluation driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `AVG_WEIGHTED_EVALUATION_SCORE` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Average weighted evaluation score + + + + +**Calculation logic** : + + * Get sum of weighted scores using form version weights. + + * Get total number of evaluations. + + * Calculate weighted average: (sum of weighted scores) / (total evaluations). + + + + +**Notes** : + + * Uses evaluation form version-specific weights. + + * Excludes calibration evaluations. + + * Score granularity depends on grouping level. + + * Returns percentage value. + + * Requires at least one filter from: queues, routing profiles, agents, or user hierarchy groups. + + * Based on submitted evaluation timestamp. + + * Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -37 +117,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -39 +118,0 @@ Data for this metric is available starting from January 10, 2025 0:00:00 GMT. -Type: Percent @@ -41 +119,0 @@ Type: Percent -Category: Contact evaluation driven metric @@ -45 +123 @@ Category: Contact evaluation driven metric -The percentage of performance evaluations with automatic fails. Evaluations for calibrations are excluded from this metric. +This metric provides the percentage of performance evaluations with automatic fails. Evaluations for calibrations are excluded from this metric. @@ -49 +127,35 @@ If a question is marked as an automatic fail, then the parent section and the fo -In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API, this metric can be retrieved by using `EVALUATIONS_PERFORMED`. +**Metric type** : Percent + +**Metric category** : Contact evaluation driven metric + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Automatic fails percent + + + + +**Calculation logic** : + + * Get total automatic fails count. + + * Get total evaluations performed. + + * Calculate percentage: (automatic fails / total evaluations) * 100. + + + + +**Notes** : + + * Automatic fail cascades up (question → section → form). + + * Excludes calibration evaluations. + + * Returns percentage value. + + * Requires at least one filter from: queues, routing profiles, agents, or user hierarchy groups. + + * Based on submitted evaluation timestamp. + + * Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -51 +162,0 @@ In the [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference -Data for this metric is available starting from January 10, 2025 0:00:00 GMT. @@ -53 +163,0 @@ Data for this metric is available starting from January 10, 2025 0:00:00 GMT. -Type: Integer @@ -55 +164,0 @@ Type: Integer -Category: Contact evaluation driven metric @@ -59 +168,42 @@ Category: Contact evaluation driven metric -The number of evaluations performed with evaluation status as "Submitted." Evaluations for calibrations are excluded from this metric. +This metric provides the number of evaluations performed with evaluation status as "Submitted." Evaluations for calibrations are excluded from this metric. + +**Metric type** : Integer + +**Metric category** : Contact evaluation driven metric + +**How to access using the Amazon Connect API** : + + * [GetMetricDataV2](https://docs.aws.amazon.com/connect/latest/APIReference/API_GetMetricDataV2.html) API metric identifier: `EVALUATIONS_PERFORMED` + + + + +**How to access using the Amazon Connect admin website** : + + * Historical metrics reports: Evaluations performed + + + + +**Calculation logic** : + + * Check evaluationId present? + + * Verify itemType is form. + + * Count submitted evaluations (excluding calibrations). + + + + +**Notes** : + + * Counts only submitted evaluations. + + * Excludes calibration evaluations. + + * Returns integer count. + + * Requires at least one filter from: queues, routing profiles, agents, or user hierarchy groups.