Enhancing Agent Performance Evaluation: Amazon Connect Integrates Third-Party Agent Activities
Seattle, WA – June 30, 2025 – Amazon Web Services (AWS) today announced a significant enhancement to Amazon Connect, its cloud-based contact center service. With the new capability to include agent activities from third-party applications, Amazon Connect now offers a more comprehensive and holistic view of agent performance, enabling contact centers to gain deeper insights and drive improvements across their operations.
This latest advancement marks a pivotal step in providing contact center managers and supervisors with the tools they need to accurately assess agent productivity and effectiveness. Historically, performance evaluations within contact centers often relied heavily on data generated solely within the Amazon Connect platform, such as call handling times, customer satisfaction scores, and task completion within the system. While valuable, this often left out crucial activities that agents engage in via other critical business applications.
The newly introduced integration allows businesses to seamlessly incorporate data from a wide range of third-party applications that agents interact with daily. This could include customer relationship management (CRM) systems, order management platforms, knowledge base tools, ticketing systems, and any other software essential to an agent’s workflow. By bringing these disparate data sources together, Amazon Connect can now paint a much richer picture of an agent’s contribution.
Key Benefits of this Enhanced Integration Include:
- Holistic Performance Insights: Contact centers can now achieve a truly 360-degree view of agent performance. By understanding not just what happens within Connect but also how agents are utilizing other essential tools, managers can identify patterns, strengths, and areas for development that were previously invisible.
- Improved Training and Coaching: With a more complete understanding of an agent’s daily activities and their impact, supervisors can provide more targeted and effective training. Identifying where agents might be struggling or excelling in specific third-party applications allows for personalized coaching sessions that can significantly boost individual and team performance.
- Streamlined Workflow Analysis: This integration facilitates a deeper analysis of agent workflows. By correlating activities across different applications, businesses can pinpoint inefficiencies, bottlenecks, or best practices that can then be standardized or improved upon.
- Enhanced Productivity Measurement: The ability to track activities within external applications allows for a more accurate and nuanced measurement of agent productivity. This goes beyond simple call metrics to encompass the broader scope of an agent’s contributions to customer resolution and business objectives.
- Greater Operational Efficiency: By having all relevant agent activity data in one place, contact centers can reduce the manual effort previously required to aggregate and analyze information from multiple systems. This allows teams to focus more on strategic initiatives and less on data compilation.
“We are thrilled to introduce this powerful new capability to Amazon Connect,” said [Insert Name/Title, if available from original source – otherwise omit or use a general placeholder like ‘a spokesperson for AWS’]. “Our customers consistently seek ways to optimize agent performance and deliver exceptional customer experiences. By enabling the integration of third-party agent activities, we are providing them with the tools to gain unprecedented visibility into their operations, leading to more informed decisions, more effective coaching, and ultimately, more satisfied customers.”
This advancement underscores AWS’s commitment to continuously evolving Amazon Connect to meet the dynamic needs of modern contact centers. The ability to unify agent activity data from across an organization’s technology stack empowers businesses to foster a culture of continuous improvement and drive measurable business outcomes.
Businesses can now leverage this new feature to gain a more complete understanding of their agents’ invaluable contributions, paving the way for a more efficient, productive, and customer-centric contact center operation.
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Amazon published ‘Amazon Connect can now include agent activities from third-party applications when evaluating agent performance’ at 2025-06-30 17:00. Please write a detailed article about this news in a polite tone with relevant information. Please reply in English with the article only.