Amazon Connect Customer adds one-click drill-down on real-time metrics dashboards

Amazon Connect Customer dashboards now support drilling down into real-time queue and routing profile performance. With a single click, supervisors can drill from a summary view into pre-filtered routing profile, queue, agent, or routing step widgets. For example, a supervisor who sees a spike in queue wait times can immediately drill down to agent activity for a specific queue and reassign agents to reduce the backlog.

One-click drill-down on real-time metrics dashboards is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered. To learn more about Amazon Connect Customer analytics dashboards, see the Amazon Connect Customer Administrator Guide. To learn more about Amazon Connect Customer, the AWS cloud-based contact center, please visit the Amazon Connect Customer website.