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Amazon Connect Customer launches metrics for agent queues on analytics dashboards

Amazon Connect Customer now displays real-time and historical metrics for agent queues on analytics dashboards, enabling supervisors to track agent performance in their queues.

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. This allows supervisors to track how these agents perform in their own queues. For example, a supervisor can notice a spike in contacts queued to a specific agent queue following a series of scheduled callbacks and reassign 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.

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