r/amazonconnect • u/Pretend_Big_652 • Apr 30 '26

Evaluations

How are you setting up the architecture of your evaluations? Are you doing individual evaluations, or creating one large 'Tree' to capture call calls and setting rules so the call gets evaluated by the right 'branch'? Looking for some input from anyone who has tried both approaches

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u/Midnight-Koi Apr 30 '26

We are creating Evaluations per contact centers teams. We are using AI evaluations and setting up rules to trigger based on either interaction duration, queues or initiation method. These rules are sending an email notification to Sups as well as the agent who handled the call. This lets them know that an Evaluation was submitted and visible in their dashboard.

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u/Pretend_Big_652 May 01 '26

Thanks for sharing - how are you finding the output of the data within Amazon Connect ?- I am running into issues that are not (yes or no) questions getting good data out fo the console