Amazon Connect Customer Gets Flexible Points-Based Scoring for Agent Evaluations
Amazon Connect Customer now lets managers ditch the rigid 100% percentage system and use points-based scoring instead—assign whatever points matter to your business (40 for problem resolution, 20 for compliance, 10 for greeting style) without the math headache. This gives you way more control: combine criteria, exclude metrics, or hand out bonus points for stellar customer rapport, so your evaluation scores actually reflect what your team should prioritize.
source: [aws/whats-new]