Amazon Connect Customer launches metrics for agent queues on analytics dashboards
News
Amazon Connect Customer dashboards now display real-time and historical metrics for agent queues, enabling supervisors to monitor agent performance and optimize contact routing.
- Agent queues directly route contacts to specific agents for personalized service
- Supervisors can track real-time and historical performance metrics for individual agent queues
- Identify queue spikes and reassign contacts to prevent long wait times
- Available in all AWS commercial and AWS GovCloud (US-West) regions
This enhancement helps supervisors proactively manage agent workloads and improve contact center efficiency.
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