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Amazon Connect can now integrate agent activities from third-party applications as Connect Tasks, which can be evaluated alongside work completed in Connect, providing managers with a unified application for quality management. You can programmatically ingest activities from third-party applications (such as application processing, social media posts, etc.) as completed Tasks within Connect, capturing details relevant for performance evaluation as Task attributes. Managers can then evaluate these external activities, alongside native Connect interactions to get a unified view of agent performance within Connect dashboards.
This feature is available in all regions where Contact Lens performance evaluations are already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.
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Source Link: https://educronix.com/amazon-connect-can-now-include-agent-activities-from-third-party-applications-when-evaluating-agent-performance/
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