Amazon Connect Customer analytics dashboards now support reporting on routing steps and agent proficiencies to enable supervisors to monitor and optimize contact routing.

Key Details

• Enables supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies
• Allows managers to filter agents by assigned proficiencies and group metrics by routing steps
• Introduces tracking for new metrics including the number of contacts queued in a routing step
• Allows supervisors to adjust routing criteria when spikes occur to expand agent pools and reduce wait times
• Available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered

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