AWS connect: Restructure evaluation form creation docs; add Gen AI version selection
Summary
Reorganizes the evaluation form creation topic into new subsections (sample template, PDF import, blank form, JSON import), updates the table of contents, and adds a new section describing how to choose a Gen AI version for automated evaluations, including version states and end-of-life behavior.
Security assessment
The diff is a documentation restructuring plus new feature documentation about Gen AI model version selection for automated evaluations. The only security-adjacent content (security profile permission requirement) is pre-existing text that was relocated, not new security guidance. No vulnerability, credential, encryption, or access-control change is described.
Evidence
+### Choose a Gen AI version for automated evaluations
Diff
diff --git a/connect/latest/adminguide/create-evaluation-forms.md b/connect/latest/adminguide/create-evaluation-forms.md index a580a0d67..478b10e11 100644 --- a//connect/latest/adminguide/create-evaluation-forms.md +++ b//connect/latest/adminguide/create-evaluation-forms.md @@ -7 +7 @@ -Create an evaluation form with a titleAdd sections and questionsAdd answersConditionally enable questionsAssign scores and ranges to answersEnable automated evaluationsPreview the evaluation formAssign weights for final scoreValidate the evaluation formActivate an evaluation form +Create an evaluation formAdd sections and questionsAdd answersConditionally enable questionsAssign scores and ranges to answersEnable automated evaluationsPreview the evaluation formAssign weights for final scoreValidate the evaluation formActivate an evaluation form @@ -26 +26 @@ This topic explains how to create a form and configure automation using the Conn - * Step 1: Create an evaluation form with a title + * [Step 1: Create an evaluation form](./create-evaluation-forms.html#step-title) @@ -28 +28 @@ This topic explains how to create a form and configure automation using the Conn - * Step 2: Add sections and questions + * [Create a form from a sample template](./create-evaluation-forms.html#create-sample) @@ -30 +30 @@ This topic explains how to create a form and configure automation using the Conn - * Step 3: Add answers + * [Import an evaluation form from a PDF using AI](./create-evaluation-forms.html#import-form-pdf) @@ -32 +32 @@ This topic explains how to create a form and configure automation using the Conn - * Step 4: Conditionally enable questions + * [Create a blank form and set a title](./create-evaluation-forms.html#create-blank) @@ -34 +34 @@ This topic explains how to create a form and configure automation using the Conn - * Step 5: Assign scores and ranges to answers + * [Import an evaluation form from another instance](./create-evaluation-forms.html#import-form-json) @@ -36 +36 @@ This topic explains how to create a form and configure automation using the Conn - * Step 6: Enable automated evaluations + * [Step 2: Add sections and questions](./create-evaluation-forms.html#step-sections) @@ -38 +38 @@ This topic explains how to create a form and configure automation using the Conn - * Step 7: Preview the evaluation form + * [Step 3: Add answers](./create-evaluation-forms.html#step-answers) @@ -40 +40 @@ This topic explains how to create a form and configure automation using the Conn - * Step 8: Assign weights for final score + * [Step 4: Conditionally enable questions](./create-evaluation-forms.html#step-conditionally-enable-questions) @@ -42 +42 @@ This topic explains how to create a form and configure automation using the Conn - * Step 9: Validate the evaluation form + * [Step 5: Assign scores and ranges to answers](./create-evaluation-forms.html#step-assignscores) @@ -44 +44 @@ This topic explains how to create a form and configure automation using the Conn - * Step 10: Activate an evaluation form + * [Step 5.1: Percentage-based scoring](./create-evaluation-forms.html#step-assignscores-percentage) @@ -45,0 +46 @@ This topic explains how to create a form and configure automation using the Conn + * [Step 5.2: Point-based scoring](./create-evaluation-forms.html#step-assignscores-pointbased) @@ -46,0 +48 @@ This topic explains how to create a form and configure automation using the Conn + * [Step 5.3: Assign performance thresholds](./create-evaluation-forms.html#step-assignscores-performance-thresholds) @@ -47,0 +50 @@ This topic explains how to create a form and configure automation using the Conn + * [Step 6: Enable automated evaluations](./create-evaluation-forms.html#step-automate) @@ -49 +52 @@ This topic explains how to create a form and configure automation using the Conn -Before you begin, make sure you have the required security profile permissions. For more information, see [Assign security profile permissions for performance evaluations and coaching](./evaluation-and-coaching-permissions.html). + * [Choose a Gen AI version for automated evaluations](./create-evaluation-forms.html#step-automate-genai-version) @@ -51 +54 @@ Before you begin, make sure you have the required security profile permissions. -## Step 1: Create an evaluation form with a title + * [Step 7: Preview the evaluation form](./create-evaluation-forms.html#step-preview) @@ -53 +56 @@ Before you begin, make sure you have the required security profile permissions. -The following steps explain how to create or duplicate an evaluation form and set a title. + * [Step 8: Assign weights for final score](./create-evaluation-forms.html#step-weights) @@ -55 +58 @@ The following steps explain how to create or duplicate an evaluation form and se - 1. Log in to Connect Customer with a user account that has the following security profile permission: **Analytics and Optimization** \- **Evaluation forms - manage form definitions** \- **Create**. + * [Weight distribution mode](./create-evaluation-forms.html#weight-distribution-mode) @@ -57 +60 @@ The following steps explain how to create or duplicate an evaluation form and se - 2. Choose **Analytics and optimization** , then choose **Evaluation forms**. + * [Step 9: Validate the evaluation form](./create-evaluation-forms.html#step-validateform) @@ -59 +62 @@ The following steps explain how to create or duplicate an evaluation form and se - 3. On the **Evaluation forms** page, choose **Create new form**. + * [Step 10: Activate an evaluation form](./create-evaluation-forms.html#step-activateform) @@ -61 +63,0 @@ The following steps explain how to create or duplicate an evaluation form and se -—or— @@ -63 +64,0 @@ The following steps explain how to create or duplicate an evaluation form and se -Select an existing form and choose **Duplicate**. @@ -65 +65,0 @@ Select an existing form and choose **Duplicate**. - 4. Enter a title for the form, such as _Sales evaluation_ , or change the existing title. Add any tags to the form for controlling access to the form (see [ Set up tag-based-access controls on performance evaluations](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control-performance-evaluations.html)) When finished, choose **Ok**. @@ -67 +67 @@ Select an existing form and choose **Duplicate**. - +Before you begin, make sure you have the required security profile permissions. For more information, see [Assign security profile permissions for performance evaluations and coaching](./evaluation-and-coaching-permissions.html). @@ -69 +69 @@ Select an existing form and choose **Duplicate**. -The following tabs appear at the top of the evaluation form page: +## Step 1: Create an evaluation form @@ -71 +71 @@ The following tabs appear at the top of the evaluation form page: - * **Sections and questions**. Add sections, questions, and answers to the form. +There are several ways to create an evaluation form. Choose the method that best fits how you work — each method opens the form in the editor, where you can refine it to fit your needs, then preview, validate, and activate it: @@ -73 +73 @@ The following tabs appear at the top of the evaluation form page: - * **Scoring**. Enable scoring on the form. You can also apply scoring to sections or questions. + * **Sample form** – Start from a pre-built template whose sections, questions, scoring, and automation are already configured, including questions mapped to business outcomes. See Create a form from a sample template. @@ -75 +75 @@ The following tabs appear at the top of the evaluation form page: - 5. Choose **Save** at any time while creating your form. After you save, you can navigate away from the page and return to the form later. + * **Import from a PDF using AI** – Migrate a form from another quality management system by uploading a PDF. See Import an evaluation form from a PDF using AI. @@ -77 +77 @@ The following tabs appear at the top of the evaluation form page: - 6. Continue to the next step to add sections and questions. + * **Blank form** – Build a form from scratch, adding every section, question, and score yourself. See Create a blank form and set a title. @@ -78,0 +79 @@ The following tabs appear at the top of the evaluation form page: + * **Import from another instance** – Copy a form between Connect Customer instances (for example, from a test instance to a production instance) using JSON. See Import an evaluation form from another instance. @@ -82 +82,0 @@ The following tabs appear at the top of the evaluation form page: -###### Import evaluation forms from another instance @@ -84 +84 @@ The following tabs appear at the top of the evaluation form page: -You can export an evaluation form from one Connect Customer instance (say a test instance) and import it into another instance (say a production instance). +Whichever method you choose, start by navigating to the **Evaluation forms** page: @@ -86 +86 @@ You can export an evaluation form from one Connect Customer instance (say a test -###### To import an evaluation form from JSON + 1. Log in to Connect Customer with a user account that has the following security profile permission: **Analytics and Optimization** \- **Evaluation forms - manage form definitions** \- **Create**. @@ -88 +88 @@ You can export an evaluation form from one Connect Customer instance (say a test - 1. While viewing an existing evaluation form, choose **Actions** , **Export as JSON**. + 2. Choose **Analytics and optimization** , then choose **Evaluation forms**. @@ -90 +89,0 @@ You can export an evaluation form from one Connect Customer instance (say a test - @@ -92 +90,0 @@ You can export an evaluation form from one Connect Customer instance (say a test - 2. Open the instance where you want to import this form. @@ -94 +91,0 @@ You can export an evaluation form from one Connect Customer instance (say a test - 3. On the **Evaluation forms** page, choose **Import form**. Choose **Choose File** to upload the previously exported JSON, then choose **Import**. @@ -96 +93 @@ You can export an evaluation form from one Connect Customer instance (say a test - +### Create a form from a sample template @@ -97,0 +95 @@ You can export an evaluation form from one Connect Customer instance (say a test +Start from a sample form — a pre-built template with sections, questions, answers, scoring, and automation already configured. Sample forms cover both agent-handled and self-service interactions, and include questions that map to standard business outcomes so you can measure them without building the scoring from scratch. @@ -98,0 +97 @@ You can export an evaluation form from one Connect Customer instance (say a test + 1. On the **Evaluation forms** page, choose **Create new form**. @@ -99,0 +99,9 @@ You can export an evaluation form from one Connect Customer instance (say a test + 2. Choose **Use a sample form** , then select a template, such as **Agent Interaction Outcomes**. (Optional) Add tags to control access to the form. Choose **Create**. + + + +The form opens fully configured. Its sections, questions, and scoring are already set up, and questions that measure a business outcome are flagged as a **Business outcome metric**. + + + + 3. Review the form and edit it as needed. Because a sample form is already fully configured, you can typically skip ahead to Step 7: Preview the evaluation form. @@ -101 +108,0 @@ You can export an evaluation form from one Connect Customer instance (say a test -The form is created including questions, instructions, answers, scoring, and automation configuration. Instance-specific settings such as rule categories and tags are not present in the exported file. @@ -103 +109,0 @@ The form is created including questions, instructions, answers, scoring, and aut -###### Import an evaluation form from a PDF using AI @@ -105 +110,0 @@ The form is created including questions, instructions, answers, scoring, and aut -You can import an evaluation form from any quality management system by uploading a PDF. Connect Customer uses AI to extract the sections, questions, answer options, and scoring from the PDF and create a draft evaluation form that you can review and edit. @@ -107 +112,5 @@ You can import an evaluation form from any quality management system by uploadin -###### To import an evaluation form from a PDF +A business outcome metric maps an evaluation question to a standard, normalized outcome. Sample forms use five industry-standard outcome metrics: customer satisfaction (CSAT), churn propensity, and successful sale for agent-handled interactions, and full and partial self-service success for self-service interactions. These outcomes roll up into analytics dashboards, where they are summarized across evaluations and broken down by agent. + +### Import an evaluation form from a PDF using AI + +You can import an evaluation form from any quality management system by uploading a PDF. Connect Customer uses AI to extract the sections, questions, answer options, and scoring from the PDF and create a draft evaluation form that you can review and edit. @@ -133,0 +143,48 @@ The following image shows the **Import form** menu with the **From PDF** option. +### Create a blank form and set a title + +The following steps explain how to create a blank evaluation form (or duplicate an existing form) and set a title, then build it up using the remaining steps in this topic. + + 1. On the **Evaluation forms** page, choose **Create new form** , choose **Create manually** , and then choose **Create**. + +—or— + +Select an existing form and choose **Duplicate**. + + 2. Enter a title for the form, such as _Sales evaluation_ , or change the existing title. Add any tags to the form for controlling access to the form (see [ Set up tag-based-access controls on performance evaluations](https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control-performance-evaluations.html)) When finished, choose **Ok**. + + + +The following tabs appear at the top of the evaluation form page: + + * **Sections and questions**. Add sections, questions, and answers to the form. + + * **Scoring**. Enable scoring on the form. You can also apply scoring to sections or questions. + + 3. Choose **Save** at any time while creating your form. After you save, you can navigate away from the page and return to the form later. + + 4. Continue to the next step to add sections and questions. + + + + +### Import an evaluation form from another instance + +You can export an evaluation form from one Connect Customer instance (say a test instance) and import it into another instance (say a production instance). + +###### To import an evaluation form from JSON + + 1. While viewing an existing evaluation form, choose **Actions** , **Export as JSON**. + + + + 2. Open the instance where you want to import this form. + + 3. On the **Evaluation forms** page, choose **Import form**. Choose **Choose File** to upload the previously exported JSON, then choose **Import**. + + + + + + +The form is created including questions, instructions, answers, scoring, and automation configuration. Instance-specific settings such as rule categories and tags are not present in the exported file. + @@ -471,0 +529,58 @@ After an evaluation form is activated with automation configured on some of the +### Choose a Gen AI version for automated evaluations + +When you enable automated evaluations, Connect Customer uses generative AI to suggest answers for the automated questions on the form. The Gen AI configuration behind those suggestions improves over time as Connect Customer ships refined prompts and upgrades the underlying model. By default, a form automatically uses the latest generally available Gen AI version, so your automated evaluations benefit from these improvements without any action on your part. + +###### Note + +Gen AI version selection is not available to customers on Amazon Connect Customer Basic. + +If you want more control, choose the Gen AI version the form uses. On the evaluation form builder, choose the **Additional settings** tab. In the **Gen AI version** section, choose one of the following options. + + + +**Latest** + + +Automatically upgrade to the latest Gen AI version for automating evaluations. This is the default. When Connect Customer promotes a new version to latest, forms set to **Latest** move to it automatically so you always benefit from the most recent improvements.