AWS connect documentation change
Summary
Added documentation for new 'Evaluations performed by evaluator' and 'Agent hierarchy evaluation metrics' features. Expanded security permission requirements for manager/agent dashboard access and data visibility controls.
Security assessment
The changes document granular access controls (security profile permissions like 'View my own data' and 'Saved reports - View') that enforce least-privilege access to performance data. While this improves security documentation, there's no evidence of addressing a specific vulnerability.
Diff
diff --git a/connect/latest/adminguide/agent-performance-evaluation-dashboard.md b/connect/latest/adminguide/agent-performance-evaluation-dashboard.md index 723784c31..3c6b63d4d 100644 --- a//connect/latest/adminguide/agent-performance-evaluation-dashboard.md +++ b//connect/latest/adminguide/agent-performance-evaluation-dashboard.md @@ -5 +5 @@ -Enable access to the dashboardSpecify "Time range" and "Compare to" benchmarkExamples of "Time range" and "Compare to" configurationsAgent performance overview and Agent evaluation performance overview chartsEvaluation scorecard chartEvaluation score trend chartAgent performance evaluation metrics tableAgent online time breakdown chartAverage handle time breakdown chartAgent performance metrics table +Enable access to the dashboardSpecify "Time range" and "Compare to" benchmarkExamples of "Time range" and "Compare to" configurationsAgent performance overview and Agent evaluation performance overview chartsEvaluation scorecard chartEvaluation score trend chartAgent performance evaluation metrics tableAgent online time breakdown chartAverage handle time breakdown chartAgent performance metrics tableEvaluations performed by evaluatorAgent hierarchy evaluation metrics @@ -11,3 +11 @@ You can use the **Agent performance evaluations dashboard** to view aggregated a -Use the dashboard to view your agents' performance evaluation scores and drill-down into evaluation scores received on different evaluation forms, sections, and questions. You can also use it to view agent performance metrics such as average handle time, occupancy, and more. - -The dashboard provides a single place to view aggregated agent performance. +The dashboard provides a single place to view aggregated agent performance. Use the dashboard to view your agents' performance evaluation scores and drill-down into evaluation scores received on different evaluation forms, sections, and questions. You can also use it to view agent performance metrics such as average handle time, occupancy, and more. @@ -36,0 +35,4 @@ The dashboard provides a single place to view aggregated agent performance. + * Evaluations performed by evaluator + + * Agent hierarchy evaluation metrics + @@ -43,0 +46,6 @@ Ensure users are assigned the appropriate security profile permissions: +**Manager access** + +Managers can access the dashboard within **Analytics and Optimization > Dashboards and Reports**. + +Grant managers the appropriate security profile permissions: + @@ -49,0 +58,21 @@ Ensure users are assigned the appropriate security profile permissions: + * **Saved reports - Create, View, Publish [optional]** : Grants managers permissions to create custom saved dashboards and publish them to agents and other managers. + + + + +**Agent access** + +Agents can be granted access to only their own performance evaluation metrics by saving a custom dashboard that is accessible by agents within the 1) Amazon Connect agent workspace or 2) As a custom report in the Amazon Connect admin console. + + * **Saved reports - View** : Grants permission to view a published dashboard. + + * **View my own data in dashboards - View** : Grants access to the Dashboards to view individual agent performance metrics and the metrics of queues in the agent's routing profile. + + * **Evaluation forms - perform evaluations - View** : This permission enables users to view performance evaluation results. + + * **Evaluation forms - manage form definitions - View** : This permission enables users to view evaluation form definitions such as form structure, scoring weights, and more. + + + + +Save a custom dashboard by: @@ -50,0 +80 @@ Ensure users are assigned the appropriate security profile permissions: + * Add one or more performance evaluation widgets to an existing dashboard. @@ -51,0 +82,14 @@ Ensure users are assigned the appropriate security profile permissions: + + + + + * **Save** the dashboard. + + * Click **Share**. **Publish** the dashboard to make it available to other users. You may set the share setting to **Read-only** to prevent others from making edits to the dashboard. + + + + + + +You can **Share the dashboard link** for agents to access the dashboard within the Amazon Connect admin console. For agents to access the saved dashboard on the Connect agent workspace see: [Integrate a published dashboard into the agent workspace](./integrate-published-dashboard.html). @@ -225,0 +270,24 @@ The following image shows an example **Agent performance metrics** chart. +## Evaluations performed by evaluator + +On this table, you can view the evaluations performed by evaluator to assess evaluator productivity and drill-down into evaluations completed for each agent. + +You can also compare evaluation scores across evaluators to assess evaluator consistency and accuracy. + + + +To add this widget on the agent performance evaluation dashboard or another dashboard, click **Add widget** and select it under **Performance evaluation**. + + + +Note that you can filter any dashboard widget containing evaluation metrics by the **evaluator** that had submitted the evaluation: + + + +## Agent hierarchy evaluation metrics + +On this table, you can drill-down into avg. evaluation score and evaluations performed by agent hierarchy. You can configure your agent hierarchy to represent geographical locations, departments, teams, etc. + + + +To add this widget on the agent performance evaluation dashboard or another dashboard, click **Add widget** and select it under **Performance evaluation**. +