Posted On: Jun 16, 2022
Amazon Connect now provides the ability for customers to schedule historical metric reports that generate the latest data every 15 minutes. Historical metrics reports include data about completed customer contacts, agent activity, and performance, such as how many contacts an agent handled. This helps customers quickly identify insights into queue, routing profile, and agent performance. These insights can be used in a variety of ways, including evaluating and adjusting contact center forecasting and staffing plans.