---
格式版本: 2
标题: "Amazon Connect Customer now supports points-based scoring in performance evaluations"
原文链接: "https://aws.amazon.com/cn/about-aws/whats-new/2026/08/amazon-connect-customer-points-based-scoring-evaluations/"
发布日期: "2026-08-26"
发布时间校准状态: "found"
发布时间需复核: "否"
发布时间来源: "llm:local:original_script_field"
发布时间证据: "postDateTime: 2026-08-26T17:00:00Z"
发布时间校准原因: "候选日期为正文明确标注的发布时间，符合发布时间判定优先级。"
发布时间校准置信度: "1"
发布时间候选数量: 1
发布时间严格候选数量: 0
发布时间原页读取状态: "source template page reused from URL open"
发布时间未找到原因: ""
发布时间校准时间: "2026-08-27T10:56:04+08:00"
发布时间仲裁状态: "confirmed"
发布时间仲裁尝试次数: 1
发布时间仲裁耗时毫秒: 4818
发现时间: "2026-08-27T10:55:52+08:00"
入库时间: "2026-08-27T02:56:09.617Z"
来源平台: "固定入口"
搜索渠道: "fixed_url"
搜索词: "https://aws.amazon.com/new"
匹配关键词:
  - "performance"
  - "AI"
相关厂家:
  - "AWS"
相关专家:
  []
内容类型: "网页"
抓取工具: "Free Fetch + Defuddle"
清洗工具: "Defuddle Markdown + Defuddle/Readability 正文提取"
原始附件:
  []
AI优质: "否"
AI打分: 33
AI分档: "非优质"
AI质检状态: "不通过"
AI打分理由: "正文主线是Amazon Connect客服中人工与AI坐席绩效评估的积分制计分功能，属于应用层管理功能，与超节点、AI机架及关键基础设施无关。来源为AWS官方更新，信息完整，并新增积分分配、奖励分和全区域可用等事实；固定知识库未见该功能重复记录，但这些新增不构成机架级产品、技术或部署信号。命中应用导向强否决项，不予准入。"
AI质检模型: "gpt-5.6-sol"
AI质检时间: "2026-08-27T10:56:57+08:00"
AI主题相关性: 0
AI来源权威性: 15
AI新颖性: 6
AI技术细节: 1
AI商业部署信号: 2
AI完整性: 9
AI评分提示词版本: "v17-精简生产版"
AI评分提示词SHA256: "48fb9777f386026761b4873eaff30807694fb11e9b352d7c69bf2dfde750cc7d"
AI评分知识库版本: "knowledge_base_v1-20260819+runtime.6"
AI评分知识库SHA256: "da6710dec9b12b44eac7c5f65e2f6054e1d79564ad723a6342e799b618657548"
AI评分知识库检索词: "[\"AWS\",\"performance\",\"https://aws.amazon.com/new\",\"RAS\"]"
AI评分知识库命中: "[{\"id\":\"runtime-9f43a79e9c23b1f329d8a71a\",\"title\":\"AWS and NVIDIA to Deliver 2 Million Additional GPUs and Next-Generation Infrastructure for Agentic and Physical AI\",\"sourceType\":\"ai_excellent_article\",\"time\":\"\",\"matchedTerms\":[\"AWS\",\"performance\",\"RAS\"],\"rank\":-10.072189365251004},{\"id\":\"historical-may-003\",\"title\":\"Broadcom介绍3.5D XDSiP先进封装路线，面向CPU/XPU垂直堆叠和高密度互连\",\"sourceType\":\"curated_item\",\"time\":\"2026-05\",\"matchedTerms\":[\"AWS\"],\"rank\":-5.800655199071008},{\"id\":\"historical-jun-069\",\"title\":\"美国AMD与TCS合作在印度推出AI数据中心蓝图\",\"sourceType\":\"curated_item\",\"time\":\"2026-06\",\"matchedTerms\":[\"AWS\"],\"rank\":-5.765614308852806},{\"id\":\"july-correct-0033\",\"title\":\"Microsoft, Alphabet, Meta Pivot from Buy to Build in AI\",\"sourceType\":\"labeled_article\",\"time\":\"2026-07\",\"matchedTerms\":[\"AWS\",\"performance\",\"RAS\"],\"rank\":-4.8375111531269575},{\"id\":\"july-correct-0080\",\"title\":\"AMD and Cerebras Announce Industry-Leading Ultra-Low-Latency and High Throughput AI Inference Solution\",\"sourceType\":\"labeled_article\",\"time\":\"2026-07\",\"matchedTerms\":[\"AWS\",\"performance\",\"RAS\"],\"rank\":-4.723518773713179}]"
AI摘要: "Amazon Connect Customer 新增基于积分的评分功能，用于评估人工与 AI 客服表现；经理可按业务重要性为每项标准分配分数，总分不必凑满 100。"
AI摘要模型: "ali-deepseek-v4-flash"
AI摘要时间: "2026-08-27T08:12:24.422Z"
采集批次: "2026年8月27日10点55分46秒"
采集批次ID: "20260827-105546-808"
去重键: "https://aws.amazon.com/cn/about-aws/whats-new/2026/08/amazon-connect-customer-points-based-scoring-evaluations"
---

Amazon Connect Customer now supports points-based scoring to evaluate human and AI agent performance, giving managers more flexibility in configuring evaluation scores. With points-based scoring, managers assign points to each criterion based on its importance to the business, and the score is the sum of the points earned. In contrast, with the existing percentage-based scoring, each question is assigned weights that need to add up to 100%. For example, a points-based evaluation might award 40 points for resolving the customer's problem, 20 for meeting compliance requirements, and 10 for a proper greeting – without the need for scores to add up to 100. Managers control how points are awarded: combining several compliance criteria into one multiple-choice question to shorten the form, excluding the call reason from scoring, or awarding bonus points for strong customer rapport. Managers decide what counts, how much it counts, and what earns extra credit, so the score reflects what the business values most.

This feature is available in all regions where Amazon Connect Customer is offered. To learn more, please visit our [documentation](https://docs.aws.amazon.com/connect/latest/adminguide/about-pointbased-scoring.html) and our [webpage](https://aws.amazon.com/products/connect/customer/conversational-analytics/).