Create a rule that submits an automated evaluation - Amazon Connect
Step 1: Configure automation on the evaluation formStep 2: Define a rule that specifies which contacts are automatically evaluatedFrequently Asked Questions (FAQ)

Create a rule that submits an automated evaluation

Contact Lens enables you to automatically fill and submit evaluations by using insights and metrics from conversational analytics.

Step 1: Configure automation on the evaluation form

Before you can create a rule that submits an automated evaluation, you need to configure automation on the evaluation form. For detailed instructions, see Step 5: Enable automated evaluations in Create an evaluation form with a title.

Following is an overview of the steps:

  1. Setup automation on every question in an evaluation form.

  2. Turn on Enable automated submission of evaluations before activating the evaluation form.

  3. When you activate the evaluation form with automation configured, a prompt is displayed for you to create a rule, as shown in the following image.

    A prompt to create a rule.

  4. Choose Create a rule.

  5. On the Rules page, define a rule that specifies which contacts are automatically evaluated using the selected evaluation form. The following procedure provides instructions.

Step 2: Define a rule that specifies which contacts are automatically evaluated

  1. When you create your rule, choose A Contact Lens post-call analysis is available or A Contact Lens post-chat analysis is available as the event source. These two options are highlighted in the following image.

    The new rule page, the add action dropdown menu.

  2. Define conditions (such as specific queues) to be automatically evaluated, and then choose Next.

  3. On the Define actions page, provide a category name to identify the rule.

  4. Choose Add action, select Submit automated evaluation, and select the form that you want to use for automatically submitting an evaluation. (This action is already selected on the page if you created the rule when you activate the form.)

  5. Choose Next. Review and then choose Save.

  6. After you add rules, they are applied to new contacts that occur after the rule was added. Rules are applied when Contact Lens analyzes conversations.

    You cannot apply rules to past, stored conversations.

Frequently Asked Questions (FAQ)

  1. Can an automated evaluation override an evaluation that has been manually submitted?

    No, an automated evaluation cannot override a manually submitted evaluation. If an evaluation already exists, then the automated evaluation will fail for that contact and account administrators can see such failure notifications within CloudWatch.

  2. How do I identify automated evaluations?

    If an evaluation is automatically submitted, it is marked as "submitted by Contact Lens automation" on the Contact details page. If an automated evaluation is edited and re-submitted by an evaluator, the "submitted by" contains the name of the evaluator.

  3. Can I automatically evaluate a contact using multiple evaluation forms?

    Yes, you can automatically submit evaluations on a contact using multiple evaluation forms. You need to create multiple rules to submit automated evaluations using the different evaluation forms.