Posted On: Sep 26, 2022
Amazon Connect now provides a dashboard that enables you to view and compare real-time queue performance through time series graphs. You can review key metrics including service level, contacts queued, and average handle time to track and improve queue performance. For example, you can see when the current week service levels are lower than the prior week and determine if this is correlated with an increase in incoming contacts or average handle time to determine and implement corrective actions.
The Amazon Connect Queue Dashboard is available in all AWS regions. There is no charge to use this feature. To learn more about the Queue Dashboard, see the Queue Dashboard Documentation.