This feature lets agents search their evaluated contacts, view their feedback alongside recordings and transcripts, and acknowledge evaluations without visibility into peer data. It balances operational flexibility—permitting agents to access department-wide contacts for investigation—with confidentiality of sensitive performance information.
Available across all AWS regions offering Amazon Connect Customer, this permission supports improved agent performance management and feedback review while preventing unauthorized access to colleagues’ evaluations, aligning with privacy and security best practices in customer service environments.
Source & further reading
Amazon Connect Customer launches permission for agents to view only their own performance evaluations ↗Source published 2026-05-14. 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.