Emissione del modulo di valutazione degli agenti in Connect Customer

Questa sezione mostra il percorso dell’output di esportazione per le valutazioni, fornisce un esempio di punteggi dei moduli di valutazione e descrive i metadati dei moduli di valutazione.

Verifica del bucket S3

Quando abiliti la Valutazione dei contatti nella console Connect Customer , ti viene richiesto di creare o scegliere un bucket S3 per archiviare le valutazioni. Per verificare il nome del bucket, vai all’alias dell’istanza, scegli Archiviazione dei dati, Valutazione dei contatti, quindi Modifica.

Esempi di posizioni di output

Di seguito è riportato il percorso del file di output per i moduli di valutazione:

Esempio:

amazon-connect-s3/Evaluations/2022/04/14/05:04:20.869Z-11111111-2222-3333-4444-555555555555.json

Problema noto: due file di output per la stessa valutazione

Contact Lens genera due file di output per lo stesso modulo di valutazione.

Punteggi di esempio

L’esempio seguente mostra un punteggio tipico.

{
  "schemaVersion": "3.5",
  "evaluationId": "fb90de35-4507-479a-8b57-970290fd5c2c",
  "metadata": {
    "contactId": "badd4896-75f7-43b3-bee6-c617ed3d04cb",
    "accountId": "874551140838",
    "instanceId": "8f753c94-9cd2-4f16-85eb-945f7f0d559a",
    "agentId": "286bcec0-e722-4166-865f-84db80252218",
    "evaluationDefinitionTitle": "Compliance Evaluation Form",
    "evaluator": "jane",
    "evaluationDefinitionId": "15d8fbf1-b4b2-4ace-869b-82714e2f6e3e",
    "evaluationDefinitionVersion": 2,
    "evaluationStartTimestamp": "2025-11-14T17:57:08.649Z",
    "evaluationSubmitTimestamp": "2025-11-14T17:59:29.052Z",
    "score": {
      "percentage": 100
    },
    "creator": "jane.doe@acme.com",
    "autoEvaluated": false,
    "resubmitted": false,
    "evaluationSource": "ASSISTED_BY_AUTOMATION",
    "evaluationType": "CONTACT_EVALUATION",
    "evaluationAcknowledgerComment": "The Acknowledgment comment",
    "evaluationAcknowledgedTimestamp": "2025-12-22T05:20:39.297Z",
    "evaluationAcknowledgedByUserName": "john",
    "evaluationAcknowledgedByUserId": "286bcec0-e722-4166-865f-84db80252218"
  },
  "sections": [
    {
      "sectionRefId": "s1a1b58d6",
      "sectionTitle": "The title of the section",
      "notes": "Section note",
      "score": {
        "percentage": 100
      }
    },
    {
      "sectionRefId": "s46661c49",
      "sectionTitle": "The title of the subsection",
      "parentSectionRefId": "s1a1b58d6",
      "score": {
        "percentage": 100
      }
    }
  ],
  "questions": [
    {
      "questionRefId": "q570b206a",
      "sectionRefId": "s46661c49",
      "questionType": "NUMERIC",
      "questionText": "How do you rate the contact between 1 and 10?",
      "answer": {
        "value": "",
        "notes": "Add more information here",
        "metadata": {
          "notApplicable": true
        }
      },
      "score": {
        "notApplicable": true
      }
    },
    {
      "questionRefId": "q73bc5b9d",
      "sectionRefId": "s46661c49",
      "questionType": "SINGLESELECT",
      "questionText": "Did the agent introduce themselves?",
      "answer": {
        "values": [
          {
            "valueText": "Yes",
            "valueRefId": "o6999aa94",
            "selected": true
          },
          {
            "valueText": "No",
            "valueRefId": "o284e4d9e",
            "selected": false
          },
          {
            "valueText": "Maybe",
            "valueRefId": "o1b2f0a14",
            "selected": false
          }
        ],
        "notes": "Add more information here",
        "automation": {
          "status": "SYSTEM_ANSWER",
          "systemSuggestedValue": "Yes"
        },
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "percentage": 100
      }
    },
    {
      "questionRefId": "h89bc7a9t",
      "sectionRefId": "s46661c49",
      "questionType": "SINGLESELECT",
      "questionText": "Did the agent offer a promotion?",
      "answer": {
        "values": [
          {
            "valueText": "Yes",
            "valueRefId": "p7888bb85",
            "selected": false
          },
          {
            "valueText": "No",
            "valueRefId": "p395f5e8f",
            "selected": true
          },
          {
            "valueText": "Maybe",
            "valueRefId": "p2c3g1b25",
            "selected": false
          }
        ],
        "notes": "Add more information here",
        "assistedSuggestion": {
          "value": "No. A promotion was not offered by the agent."
        },
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "percentage": 100
      }
    },
    {
      "questionRefId": "qc2effc9d",
      "sectionRefId": "s46661c49",
      "questionType": "TEXT",
      "questionText": "Describe the outcome.",
      "answer": {
        "value": "Example answer text",
        "notes": "Add more information here",
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "percentage": 50
      }
    }
  ]
}

Definizioni dei metadati del modulo di valutazione

Nella seguente lista sono descritti i campi del modulo di valutazione

Esempio di valutazione esportata

Nell’esempio seguente viene mostrata una valutazione esportata tipica.

{
  "schemaVersion": "3.5",
  "evaluationId": "fb90de35-4507-479a-8b57-970290fd5c2c",
  "metadata": {
    "accountId": "874551140838",
    "instanceId": "8f753c94-9cd2-4f16-85eb-945f7f0d559a",
    "contactId": "badd4896-75f7-43b3-bee6-c617ed3d04cb",
    "agentId": "286bcec0-e722-4166-865f-84db80252218",
    "evaluationDefinitionTitle": "Legal Compliance Evaluation Form",
    "evaluator": "jane",
    "evaluationDefinitionId": "15d8fbf1-b4b2-4ace-869b-82714e2f6e3e",
    "evaluationDefinitionVersion": 2,
    "evaluationStartTimestamp": "2022-11-14T17:57:08.649Z",
    "evaluationSubmitTimestamp": "2022-11-14T17:59:29.052Z",
    "score": {
      "percentage": 85
    },
    "autoEvaluated": false,
    "creator": "john",
    "resubmitted": false,
    "evaluationSource": "ASSISTED_BY_AUTOMATION",
    "evaluationType": "CONTACT_EVALUATION",
    "calibrationSessionId": "a1b2c3d4-e5f6-7890-abcd-ef1234567890",
    "evaluationAcknowledgedByUserId": "286bcec0-e722-4166-865f-84db80252218",
    "evaluationAcknowledgedByUserName": "mike",
    "evaluationAcknowledgedTimestamp": "2022-12-24T15:45:56.662Z",
    "evaluationAcknowledgerComment": "Manager walked through the evaluation during coaching",
    "evaluatedParticipantId": "participant-123",
    "evaluatedParticipantRole": "AGENT"
  },
  "sections": [
    {
      "sectionRefId": "s1a1b58d6",
      "sectionTitle": "Communication Skills",
      "notes": "Overall communication was professional",
      "score": {
        "percentage": 90
      }
    },
    {
      "sectionRefId": "s46661c49",
      "sectionTitle": "Greeting and Introduction",
      "parentSectionRefId": "s1a1b58d6",
      "notes": "Agent followed proper greeting protocol",
      "score": {
        "percentage": 100
      }
    }
  ],
  "questions": [
    {
      "questionRefId": "q570b206a",
      "sectionRefId": "s46661c49",
      "questionType": "NUMERIC",
      "questionText": "How many times did agent interrupt the customer",
      "answer": {
        "value": "2",
        "notes": "Interruptions were minimal and appropriate",
        "metadata": {
          "notApplicable": false,
          "automation": {
            "status": "OVERRIDDEN_ANSWER",
            "systemSuggestedValue": "3"
          }
        }
      },
      "score": {
        "percentage": 80
      }
    },
    {
      "questionRefId": "q73bc5b9d",
      "sectionRefId": "s46661c49",
      "questionType": "SINGLESELECT",
      "questionText": "Did the agent introduce themselves?",
      "answer": {
        "values": [
          {
            "valueText": "Yes",
            "valueRefId": "o6999aa94",
            "selected": true
          },
          {
            "valueText": "No",
            "valueRefId": "o284e4d9e",
            "selected": false
          },
          {
            "valueText": "N/A",
            "valueRefId": "system_default_null_value",
            "selected": false
          }
        ],
        "notes": "Agent provided clear introduction with name and department",
        "metadata": {
          "notApplicable": false,
          "assistedSuggestion": {
            "value": "The agent introduced themselves at the beginning of the call."
          }
        }
      },
      "score": {
        "percentage": 100
      }
    },
    {
      "questionRefId": "h89bc7a9t",
      "sectionRefId": "s46661c49",
      "questionType": "SINGLESELECT",
      "questionText": "Did the agent ask for consent to perform a credit check",
      "answer": {
        "values": [
          {
            "valueText": "Yes",
            "valueRefId": "o6999aa94",
            "selected": false
          },
          {
            "valueText": "No",
            "valueRefId": "o284e4d9e",
            "selected": true
          },
          {
            "valueText": "N/A",
            "valueRefId": "system_default_null_value",
            "selected": false
          }
        ],
        "notes": "Agent failed to obtain consent before credit check",
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "percentage": 0,
        "automaticFail": true
      }
    },
    {
      "questionRefId": "qc2effc9d",
      "sectionRefId": "s46661c49",
      "questionType": "MULTISELECT",
      "questionText": "What topics were discussed during the call",
      "answer": {
        "values": [
          {
            "valueText": "Account balance",
            "valueRefId": "topic_balance",
            "selected": true
          },
          {
            "valueText": "Payment options",
            "valueRefId": "topic_payment",
            "selected": true
          },
          {
            "valueText": "Account closure",
            "valueRefId": "topic_closure",
            "selected": false
          }
        ],
        "notes": "Customer inquired about balance and payment plans",
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "notApplicable": true
      }
    },
    {
      "questionRefId": "q8a9b0c1d",
      "sectionRefId": "s46661c49",
      "questionType": "TEXT",
      "questionText": "What was your general impression about the customer's satisfaction",
      "answer": {
        "value": "The customer seemed satisfied with the resolution and thanked the agent",
        "notes": "Positive customer sentiment throughout the call",
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "notApplicable": true
      }
    },
    {
      "questionRefId": "q2b3c4d5e",
      "sectionRefId": "s46661c49",
      "questionType": "DATETIME",
      "questionText": "What time was the follow-up scheduled",
      "answer": {
        "value": "2024-04-16T14:30:00+01:00",
        "notes": "Follow-up appointment confirmed with customer",
        "metadata": {
          "notApplicable": false
        }
      },
      "score": {
        "notApplicable": true
      }
    }
  ]
}