Amazon Connect Customer adds one-click drill-down on real-time metrics dashboards
News
Amazon Connect Customer dashboards now support one-click drill-down into real-time queue and routing profile performance metrics.
- Supervisors can drill from summary view into pre-filtered routing profile, queue, agent, or routing step widgets
- Enables quick identification and response to performance issues like queue wait time spikes
- Allows agents to be reassigned to reduce backlog based on real-time insights
- Available in all AWS commercial and AWS GovCloud (US-West) regions
This feature enhances supervisor visibility and operational responsiveness in Amazon Connect Customer contact centers.
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