To assist contact center managers in conducting unbiased agent evaluations, Amazon Connect added functionality to automatically select random samples of interactions per agent based on specified quantities and timeframes. This aligns with regulatory or internal standards that mandate reviewing a fixed number of contacts to ensure fairness. Managers can also apply filters to include or exclude contacts based on availability of audio recordings, transcripts, or prior evaluations.
The feature simplifies quality assurance by removing manual selection bias and supports large-scale evaluation processes. It is available in all AWS Regions where Amazon Connect operates, facilitating improved agent coaching and compliance adherence in customer service operations.
Source & further reading
Amazon Connect can now automatically select random samples of agent contacts for evaluation ↗Source published 2026-01-21. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.