Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies

Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies enabling supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies. Managers can filter agents by their assigned proficiencies, group metrics by routing steps, and track new metrics including number of contacts queued in a routing step. For example, a supervisor notices a spike in queued contacts at a routing step requiring highly skilled agents, then relaxes the routing criteria to expand the agent pool and reduce wait times.

Routing steps and agent proficiencies reporting on analytics 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.