Amazon Connect のエージェント評価フォーム出力

このセクションでは、評価のエクスポート出力パスと評価フォームのスコアの例を紹介し、評価フォームのメタデータについて説明します。

S3 バケットを確認する

Amazon Connect コンソールで [Contact evaluations] (問い合わせ評価) を有効にすると、評価を保存する S3 バケットを作成または選択するように求められます。バケットの名前を確認するには、インスタンスエイリアスに移動し、[データストレージ]、[問い合わせ評価]、[編集]の順に選択します。

出力場所の例

評価フォームの出力ファイルパスは次のとおりです。

例えば、次のようになります。

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

既知の問題: 同じ評価に 2 つの出力ファイルが存在する

Contact Lens は、同じ評価フォームで 2 つの出力ファイルを生成します。

スコアの例

一般的なスコアの例を次に示します。

{
  "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
      }
    }
  ]
}

評価フォームのメタデータの定義

次のリストでは、評価フォームのフィールドについて説明します。

エクスポートされた評価の例

次の例は、エクスポートされた典型的な評価を示しています。

{
  "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
      }
    }
  ]
}