Amazon Connect Customer launches performance dashboard for Cases
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Amazon Connect Customer launches a performance dashboard for Cases that helps managers monitor case volume, resolution trends, and SLA achievement.
- Compare current and prior-period performance metrics including cases created and average resolution time
- Track first-contact resolution percentage and SLA achievement rates
- Analyze trends across case template, assigned user, or assigned queue dimensions
- Identify performance gaps and prioritize process improvements by team or case type
- Available in 10 AWS regions including US, Canada, Europe, Asia Pacific, and Africa
The dashboard enables managers to gain actionable insights into case performance and drive operational improvements across their support teams.
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