AWS connect documentation change
Summary
Expanded feature description and updated permissions link
Security assessment
Enhanced documentation about evaluation/coaching integration and permissions management, improving security posture documentation without evidence of vulnerability remediation.
Diff
diff --git a/connect/latest/adminguide/evaluations.md b/connect/latest/adminguide/evaluations.md index 729157df8..d2e46a395 100644 --- a//connect/latest/adminguide/evaluations.md +++ b//connect/latest/adminguide/evaluations.md @@ -13 +13 @@ -Amazon Connect performance evaluations enables you to define custom performance evaluation criteria to assess, monitor and improve how agents and automated systems (bots, AI agents) interact with customers and resolve issues. You can evaluate contacts manually or automatically using integrated generative AI and contact metrics. You can then review aggregated insights and drill-down into individual contacts, where you can see evaluations alongside audio and screen recordings, transcripts and insights from conversational analytics. +Amazon Connect performance evaluations enables you to define custom performance evaluation criteria to assess, monitor and improve how agents and automated systems (bots, AI agents) interact with customers and resolve issues. You can then monitor performance by reviewing aggregated insights in dashboards, and drill-down into individual contacts where you can see evaluations alongside recordings, transcript, conversation summaries and analytics in a single view. With integrated coaching, you can provide feedback to agents highlighting their strengths and opportunities to improve. @@ -21 +21 @@ To perform manual evaluations, you can search for a contact, choose the appropri - 1. Log in to Amazon Connect with a user account that has [permissions to perform evaluations](./evaluation-forms-permissions.html). + 1. Log in to Amazon Connect with a user account that has [permissions to perform evaluations](./evaluation-and-coaching-permissions.html). @@ -58 +58 @@ Troubleshoot -Assign permissions for evaluation forms +Assign permissions for evaluations and coaching