Create a rule that submits an automated evaluation - Amazon Connect

Create a rule that submits an automated evaluation

Contact Lens enables you to automatically fill and submit evaluations, using insights and metrics from conversational analytics. To submit automated evaluations using an evaluation form, you first need to configure automation on the evaluation form, including:

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

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

When you activate the evaluation form with automation configured, you would receive the following prompt.

Create a rule to submit automated evaluations prompt.

Choosing Yes, will take you to the Rules page (within Analytics and Optimization). Here you can define a rule specifying which contacts will be automatically evaluated using the selected evaluation form. 

To create a rule that submits an automated evaluation.

  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 and choose Next.

    The new rule page, the add action dropdown menu, A Contact Lens post-call analysis is available or A Contact Lens post-chat analysis is available options are highlighted.

  2. On the Add action page, choose Submit automated evaluation for the action.

    n the actions page, choose Submit automated evaluation for the action.

  3. On the Submit automated evaluation card, select an evaluation form.

    In the Submit automated evaluation card, select an evaluation form.

  4. Choose Next. Review and then choose Save.

  5. 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

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

    No, an automated evaluation will not 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 would be marked as “submitted by Contact Lens automation” on the Contact details page. Please note that if an automated evaluation is edited and re-submitted by an evaluator, the “submitted by” would now contain 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. This requires creation of multiple rules to submit automated evaluations using the different evaluation forms.