Amazon Connect Performance Evaluations Say Goodbye to the 100% Rule!

Hi, this is Shii-chan! I found a nice update to the evaluation side of Amazon Connect, so let me walk you through it.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer's performance evaluation feature now supports points-based scoring. This applies to evaluating both human agents and AI agents. Managers can assign points to each evaluation criterion based on how important it is to the business, and the total score is simply the sum of the points earned.

The story so far

Until now, the existing percentage-based scoring required each question's weight to add up to exactly 100%. Every time you added or removed a criterion, you had to recalculate the weights of the rest of the form, which was a small but real hassle.

What changes

With points-based scoring, that "must total 100%" constraint goes away. For example, you could set up:

• 40 points for resolving the customer's problem
• 20 points for meeting compliance requirements
• 10 points for a proper greeting

without worrying about whether the numbers add up to 100. Managers designing evaluation forms can now allocate points to reflect what their business actually cares about most.

Dive Deep

The original announcement gives a few concrete examples of how managers can use this flexibility.

• Combining several compliance-related criteria into a single multiple-choice question to shorten the form
• Excluding the call reason itself from scoring
• Awarding bonus points when an agent builds strong rapport with the customer

The key idea is that managers decide what counts, how much it counts, and where extra credit is earned. This feature is available in all regions where Amazon Connect Customer is offered. For setup details, check the official AWS documentation and product page.

Wrap-up

• Amazon Connect Customer's performance evaluations now support points-based scoring
• Unlike the old percentage-based scoring, weights no longer need to add up to 100%
• Evaluation forms can be designed more flexibly, with combined criteria, exclusions, and bonus points
• Works for evaluating both human agents and AI agents
• Available in all regions

This should be a welcome update for contact center managers who own quality evaluation programs, and for anyone who has struggled with rigid, weight-based evaluation forms.