HighCapability
Amazon Connect agent coaching workflows now available
Action Required
Improved agent performance and customer satisfaction through targeted coaching and quality management.
AI Impact Summary
Amazon Connect is introducing integrated workflows for managers to coach agents, providing new quality management capabilities within the contact center platform. This allows managers to proactively identify agent performance gaps and deliver targeted coaching, leading to improved agent skills and customer satisfaction. The introduction of these workflows represents a significant enhancement to Amazon Connect's existing capabilities.
Amazon Connect agent coaching workflows now available
Affected Systems
Amazon Connect
- Date
- Date not specified
- Change type
- capability
- Severity
- high