Amazon Connect Customer launches metrics for agent queues on analytics dashboards

Amazon Connect Customer dashboards now display real-time and historical metrics for agent queues. Agent queues are used to directly route contacts to a specific agent. Now, supervisors can track how these agents perform in their own queues. For example, a supervisor notices a spike in contacts queued to a specific agent queue following a series of scheduled callbacks, and reassigns them to avoid long wait times.

Agent queue metrics are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered. To learn more about 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.