Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies
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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.
- Filter agents by assigned proficiencies and group metrics by routing steps
- Track new metrics including number of contacts queued in routing steps
- Identify bottlenecks and adjust routing criteria to expand agent pools
- Available in all AWS commercial and AWS GovCloud (US-West) regions
These enhancements help supervisors reduce wait times and improve contact routing efficiency in Amazon Connect Customer.
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