AWS connect documentation change
Summary
Fixed apostrophe usage in two sentences describing calibration features
Security assessment
Change corrects typographical errors (curly apostrophes to straight apostrophes) without introducing or modifying any security-related content.
Diff
diff --git a/connect/latest/adminguide/calibrations-performance-evaluations.md b/connect/latest/adminguide/calibrations-performance-evaluations.md index 7a7707052..b78f8aa21 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 -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. +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. @@ -97 +97 @@ Use the following procedure to perform evaluations as a part of a calibration se - 3. Within a few seconds, a calibration report will be available for download in .csv format. This report contains the answers of participants that have submitted evaluations, along with the weighted scores for each question, section and the overall form, evaluator notes and comparison of the evaluator’s scores with the expert evaluator. + 3. Within a few seconds, a calibration report will be available for download in .csv format. This report contains the answers of participants that have submitted evaluations, along with the weighted scores for each question, section and the overall form, evaluator notes and comparison of the evaluator's scores with the expert evaluator.