AWS First Steps
New feature

Amazon Connect Customer launches performance dashboard for Cases

Amazon Connect Customer now offers a performance dashboard for cases, enabling managers to monitor case volume, resolution trends, and SLA achievement. It allows comparison of current and past performance across key metrics and analysis by case template, user, or queue.

Amazon Connect Customer has introduced a performance dashboard for cases, allowing managers to monitor case volume, resolution trends, and service level agreement (SLA) target performance. The dashboard enables comparison of current and prior-period performance across metrics such as cases created, average resolution time, first-contact resolution percentage, and SLA achievement rate. It also supports trend analysis across dimensions like case template, assigned user, or assigned queue. For instance, a manager can identify if the billing team missed more SLA targets for refund cases than in the prior period, investigate causes, and prioritize process improvements.

Why it matters

This update benefits Amazon Connect Customer administrators by enhancing case management efficiency and performance monitoring. It is particularly useful for organizations needing to track case volumes and SLA attainment.

Read the original AWS announcement

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