Posted On: Nov 17, 2023
Amazon Connect now provides a pre-built queue performance dashboard that helps contact center managers analyze, track, and improve contact center performance. This dashboard enables managers to view and compare real-time and historical aggregated queue performance using custom-defined time periods (e.g., week over week), a summary chart, and a time series graph. Managers can uncover trends and patterns at a glance across key metrics including service level, contacts handled, 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 contacts handled or average handle time to determine and implement corrective actions.
The queue performance dashboard is available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Canada (Central), Europe (Frankfurt), and Europe (London). There is no charge to use this feature. To learn more about this feature, see Queue performance dashboard.