Posted On: Mar 17, 2021

Amazon Connect analytics users can now define queue service levels to measure the percentage of customer contacts answered by an agent between 1 second and 7 days for both real-time and historical metrics.  

Service level is a key metric contact center managers use to evaluate the performance of their contact center. For example, contact center managers may want to track whether or not agents responded to tickets within 72 hours or if they answered VIP calls within 6 seconds. Now with the ability to set custom service levels down to the second contact center managers have the flexibility to define and track the levels that best match their business needs.

The ability to customize service levels 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.