Evaluation metrics in Amazon Connect
The following contact evaluation driven metrics are available on historical metrics reports. For instructions about how add these metrics to your report, see How to create a historical metrics report.
Also check out the Agent performance evaluations dashboard to view aggregated agent performance, and get insights across agent cohorts and over time.
Average evaluation score
The average evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric.
The average evaluation score corresponds to the grouping. For example, if the grouping contains evaluation questions, then the average evaluation score is provided for the questions. If the grouping does not contain evaluation form, section or question, then the average evaluation score is at an evaluation form level.
In the GetMetricDataV2 API, this metric can be retrieved by using
AVG_EVALUATION_SCORE.
Data for this metric is available starting from January 10, 2025 0:00:00 GMT.
Type: Percent
Category: Contact evaluation driven metric
Average weighted
evaluation score
The average weighted evaluation score for all submitted evaluations. Evaluations for calibrations are excluded from this metric.
The weights are per the evaluation form version that was used to perform the evaluation.
The average evaluation score corresponds to the grouping. For example, if the grouping contains evaluation questions, then the average evaluation score is provided for the questions. If the grouping does not contain evaluation form, section or question, then the average evaluation score is at an evaluation form level.
In the GetMetricDataV2 API, this metric can be retrieved by using
AVG_WEIGHTED_EVALUATION_SCORE.
Data for this metric is available starting from January 10, 2025 0:00:00 GMT.
Type: Percent
Category: Contact evaluation driven metric
Automatic
fails percent
The percentage of performance evaluations with automatic fails. Evaluations for calibrations are excluded from this metric.
If a question is marked as an automatic fail, then the parent section and the form is also marked as an automatic fail.
In the GetMetricDataV2 API, this metric can be retrieved by using
EVALUATIONS_PERFORMED.
Data for this metric is available starting from January 10, 2025 0:00:00 GMT.
Type: Integer
Category: Contact evaluation driven metric
Evaluations performed
The number of evaluations performed with evaluation status as "Submitted." Evaluations for calibrations are excluded from this metric.
In the GetMetricDataV2 API, this metric can be retrieved by using
PERCENT_AUTOMATIC_FAILS.
Data for this metric is available starting from January 10, 2025 0:00:00 GMT.
Type: Percent
Category: Contact evaluation driven metric
