Posted On: Feb 29, 2024
Amazon Connect now provides metrics for case management which give customers insights into case volumes and performance. With this launch, contact center managers can view new reports using the historical metrics dashboard in the Amazon Connect admin website to analyze case resolution performance based on point in time snapshots or specific time intervals.
Using the new case management reports, managers can view key metrics for their organization such as first contact case resolution rate or case reopen rates. For example, these reports help contact center managers quickly identify delays in case closure for specific case types and take actions which accelerate resolution and improve customer satisfaction.
Amazon Connect Cases metrics are available in the following AWS Regions: US East (N. Virginia), US West (Oregon), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London). To get started, see our help documentation. To learn more about Amazon Connect Cases, visit the website.