What you'll learn

Welcome to the Agent Performance Evaluation course for Amazon Connect. This intermediate-level training will equip you with the skills to effectively assess and improve contact center agent performance through thoughtful evaluation practices. This course is designed for quality assurance managers, contact center supervisors, and training coordinators who want to build more effective quality programs. To get the most from this course, you should already have completed the Rules and Notification Management course and have basic familiarity with performance evaluation systems and contact center metrics.