Posted On: Mar 1, 2021

Amazon Connect now allows you to separate historical metrics into 15 minute intervals. Historical metrics reports include data about past, completed activity and performance in your contact center. This 15 minute interval provides a new time range to allow more granular insights into queue, routing profile, and agent performance. These insights can be used in variety of ways, which includes improving the accuracy of contact forecasting and staffing plans.

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