AWS connect documentation change
Summary
Updated service name references from 'Amazon Connect Contact Lens' to 'Connect Customer Contact Lens' and adjusted related terminology throughout the document
Security assessment
Changes are purely branding/naming updates without any security implications. No vulnerabilities, security controls, or security features are mentioned or modified.
Diff
diff --git a/connect/latest/adminguide/calibrations-performance-evaluations.md b/connect/latest/adminguide/calibrations-performance-evaluations.md index dcc1ec2fa..7a7707052 100644 --- a//connect/latest/adminguide/calibrations-performance-evaluations.md +++ b//connect/latest/adminguide/calibrations-performance-evaluations.md @@ -11 +11 @@ Permissions needed for calibrationsCreate a calibration sessionEdit a calibratio -Amazon Connect Contact Lens enables you to conduct calibration sessions to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. During a calibration, multiple managers can evaluate the same contact using the same evaluation form. You can then review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form, e.g. rephrasing an evaluation question to be more specific, so that it is consistently answered by managers. You can also compare manager’s answers with a designated expert, to measure and improve manager accuracy on evaluating agent performance. The expert is usually the quality manager who is conducting the calibration session. +Connect Customer Contact Lens enables you to conduct calibration sessions to drive consistency and accuracy in how managers evaluate agent performance, so that agents receive feedback that is consistent. During a calibration, multiple managers can evaluate the same contact using the same evaluation form. You can then review differences in evaluations filled by different managers to align managers on evaluation best practices and identify opportunities to improve the evaluation form, e.g. rephrasing an evaluation question to be more specific, so that it is consistently answered by managers. You can also compare manager’s answers with a designated expert, to measure and improve manager accuracy on evaluating agent performance. The expert is usually the quality manager who is conducting the calibration session. @@ -106 +106 @@ Use the field **absolute deviation from expert** (lower is better) for each part -Amazon Connect notifies users participating in calibration sessions via email (for example, if a user is added as a participant, if there is a change to the due date, etc.). If a user managing a calibration session has added themselves as the **expert** participant, then they would also receive emails. The email contains a link to the contact which is being used for calibration. Note that in order for users to receive email notifications, you need to assign emails to the users on Amazon Connect. For more information, see [Add users to Amazon Connect](./user-management.html). +Amazon Connect Customer notifies users participating in calibration sessions via email (for example, if a user is added as a participant, if there is a change to the due date, etc.). If a user managing a calibration session has added themselves as the **expert** participant, then they would also receive emails. The email contains a link to the contact which is being used for calibration. Note that in order for users to receive email notifications, you need to assign emails to the users on Connect Customer. For more information, see [Add users to Connect Customer](./user-management.html). @@ -108 +108 @@ Amazon Connect notifies users participating in calibration sessions via email (f -As a manager setting up a calibration, you can copy the contact ID to search for the contact on which the calibration session was setup. Note that if you have not added yourself as an expert or if user emails are not setup within Amazon Connect, you will not receive an email containing a link to the contact on which the calibration session was setup. +As a manager setting up a calibration, you can copy the contact ID to search for the contact on which the calibration session was setup. Note that if you have not added yourself as an expert or if user emails are not setup within Connect Customer, you will not receive an email containing a link to the contact on which the calibration session was setup. @@ -118 +118 @@ Monitor evaluation failure events -Evaluate activities performed outside of Amazon Connect +Evaluate activities performed outside of Connect Customer