View an evaluation audit trail in Amazon Connect
An evaluation can be amended and submitted multiple times. When an evaluator submits changes to an existing evaluation, managers can view an audit trail that records:
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Who submitted the original evaluation
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Who re-submitted the evaluation
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What changes they made (for example, changing answers or answer notes in an evaluation)
Contact center managers can use this information to perform internal audits and uncover opportunities to improve consistency across evaluators.
To view an evaluation audit trail
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Log into Amazon Connect with a user account that has Analytics and optimization - Evaluation forms - perform evaluations permission on their security profile.
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Access a contact with an evaluation that was edited after it was submitted.
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Choose the evaluation you want to investigate. The following image shows the Evaluations page with a link to a completed evaluation.
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The Overview section of the evaluation contains Change history. It indicates the number of times the evaluation has been submitted. Choose the link as shown in the following image.
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You can view the audit trail of subsequent submissions after the initial submission. Choose the arrow next to a re-submission to view details of the edits. The following image shows an example of an audit trail of that were made to an evaluation after it was submitted.
