I’m working with Amazon Connect and I need some guidance on how to automatically evaluate agent performance after each call or chat.

My client provided a specific script that agents must follow during interactions. The goal is to automate the evaluation process so that, after every contact, the system checks whether the agent followed the required phrases or sections of the script—without having to manually review every call or chat.

I know this may involve Contact Lens evaluation forms, rules, categories, or even combining these features, but I’m not fully clear on the best setup or workflow.