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.