Posted On: Oct 15, 2020

Amazon Connect real-time metric dashboards now allow you to drill down into queue and routing profile data in one click. For example, if a queue has a long wait time, call center managers can create a table in one click to view agents in that queue. With this table, they can quickly identify agents in an error status and work with them to resolve the issue.

This is available in all AWS regions where Amazon Connect is offered. There is no charge to use this feature. To learn more about Amazon Connect, a self-service, omni-channel cloud contact center, please visit the Amazon Connect website.