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If you want to see the detailed scores for individual evaluations in Amazon Connect Contact Lens, it’s possible to export this data easily. Here’s how you can do it:
First, ensure that contact evaluations are enabled in your Amazon Connect console. When you set this up, you’ll be asked to select an Amazon S3 bucket. This is where all the detailed evaluation data will be stored.
Once evaluations are completed, each one gets exported as a separate file into your S3 bucket. These files include a wealth of information like scores for each section and question on the evaluation form. They also contain metadata, such as the unique evaluation ID, who performed the evaluation, timestamps, and the overall score. Additionally, you can find detailed scores at a more granular level, including individual question answers and the text of each question.
To access all this detailed information, just go to your S3 bucket and retrieve the files. What you’ll find inside are the exact scores for each evaluation, not just the average scores shown in the main dashboard.
If you prefer, you can also look at evaluation details through CloudWatch logs. These logs provide events that include per-session, per-evaluator scores with specific values and labels for every evaluation.
This method makes it easy to review a full history of an agent’s evaluations with all the individual scores clearly listed. It’s a helpful way to get a complete picture, beyond the basic reports.
Sources:
ChatGPT
Perplexity
Gemini AI
Grok AI
