OFICIAL AWS What's New

Amazon Connect Customer now supports points-based scoring in performance evaluations

What happened
Based on AWS What's New · Aug 26, 2026

Amazon Connect Customer now allows points-based scoring for agent evaluations, replacing the previous percentage-based system to offer more flexible performance assessments.

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Amazon Connect Customer now supports points-based scoring in performance evaluations
AWS What's New — Amazon Web Services
Key points
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Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores.
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With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned.
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In contrast, with the existing percentage-based scoring, each question is assigned weights that need to add up to 100%.
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For example, a points-based evaluation might award 40 points for resolving the customer's problem, 20 for meeting compliance requirements, and 10 for a proper greeting – without the need for scores to add up to 100.
Key numbers
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This change eliminates the requirement for scores to total 100%, allowing greater flexibility in assessment design.
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For example, resolving customer issues could be worth 40 points, compliance requirements 20 points, and proper greetings 10 points.
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This approach contrasts with the previous method, where each question’s weight had to sum to 100%.

Amazon Connect Customer has introduced points-based scoring for evaluating both human and AI agent performance, replacing the existing percentage-based system. Managers can now assign points to evaluation criteria based on their business importance, with scores calculated as the sum of earned points rather than weighted percentages. This change eliminates the requirement for scores to total 100%, allowing greater flexibility in assessment design. The feature is available in all regions where Amazon Connect Customer is offered.

The new system enables managers to configure evaluations more precisely by assigning specific point values to individual criteria. For example, resolving customer issues could be worth 40 points, compliance requirements 20 points, and proper greetings 10 points. This approach contrasts with the previous method, where each question’s weight had to sum to 100%. Managers can also combine multiple compliance criteria into a single multiple-choice question to streamline evaluations.

Additional customization options include excluding certain call reasons from scoring or awarding bonus points for strong customer rapport. These adjustments allow businesses to tailor evaluations to their specific priorities, ensuring the scoring system reflects what matters most to their operations. The feature is designed to provide more granular control over performance assessments.

To implement points-based scoring, managers can access the updated evaluation configuration tools within Amazon Connect Customer. Detailed guidance is available in the official documentation and product webpage. The change applies universally across all supported regions, ensuring consistent functionality for global deployments.

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