Evaluate for Amazon Connect is a high standard Agent Evaluation (Quality Monitoring) and online learning solution that will develop agent skills and achieve required standards in customer service/loyalty, cross and up-selling, first call resolution, optimum call handling time and much more. It is easy to use.

Evaluate is seamlessly integrated with Amazon Connect's own call recording service (thus avoiding the use of a 'third-party recorder'). The solution includes: evaluation template designer with multiple scoring methods, weighted values for each question, autofail, ability to add comments, call segments and learning attachments to every question. Preformatted reports are included. Automatic selection of calls for evaluation uses search criteria which includes Connect's Contact Trace Records (CTR).

Evaluate will provide your contact center the tools and processes to manage the largest cost i.e. your agents, by helping your organization to create a culture based on working to defined standards and committed to continuous improvement.

Using Evaluate you will be able to:
a) measure the performance of your agents, teams and groups of teams;
b) enable agents to review the evaluated calls (including the learning content) during convenient times;
c) send agents bite-sized online interactive coaching sessions to review/answer questions during convenient times;
d) create a continuous improvement culture.

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