Amazon Connect Customer introduced a points-based scoring system allowing managers to assign discrete point values to individual evaluation criteria. Unlike previous percentage-based methods requiring weights summing to 100%, this system offers flexible scoring that mirrors the relative importance of different performance aspects, such as compliance, customer issue resolution, and rapport.
Managers control scoring parameters, including combining criteria and awarding bonus points, creating customized, meaningful evaluations aligned with business goals. The feature is globally available in AWS regions supporting Amazon Connect Customer, enhancing human and AI agent assessment accuracy.
Source & further reading
Amazon Connect Customer now supports points-based scoring in performance evaluations ↗Source published 2026-08-26. 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.