Amazon Connect Contact Lens can now dynamically update the questions on an evaluation form

Contact Lens now enables you to create dynamic evaluation forms that automatically show or hide questions based on responses to previous questions, tailoring each evaluation to specific customer interaction scenarios. For example, when a manager answers “Yes” to the form question "Did the customer try to make a purchase on the call?", the form automatically presents a follow-up question: "Did the agent read the sales disclosure?". With this launch, you can consolidate evaluation forms that are applicable to different interaction scenarios into a single dynamic evaluation form which automatically hides irrelevant questions. This reduces manager effort in selecting the relevant evaluation form and determining which evaluation questions are applicable to the interaction, helping managers perform evaluations faster and more accurately.

This feature is available in all regions where Contact Lens performance evaluations are already available. To learn more, please visit our documentation and our webpage. For information about Contact Lens pricing, please visit our pricing page.