The Amazon Connect agent workspace now includes an out-of-box analytics dashboard that provides agents with insights into their individual performance, such as contacts handled and average handle time. The dashboard also show agents their assigned queue metrics, such as contacts in queue and longest wait time. These insights help agents improve their performance and make decisions that enhance customer experience. For example, agents can delay breaks when they observe high queue volumes, helping to reduce customer wait times.
Amazon Connect agent workspace analytics dashboard is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), Europe (Frankfurt), and Europe (London). To learn more and get started, visit the webpage and documentation.
Categories:
Source: Amazon Web Services
Latest Posts
- Microsoft named a Leader in the 2026 Gartner® Magic Quadrant™ for Analytics and Business Intelligence Platforms
- Workers – Simpler runtime types with @cloudflare/workers-types v5
- MC1413302: Viva Engage Adds Discussion Post Previews for Content Validation Before Publishing
- MC1413298: Microsoft Copilot Studio and Agent Roadmap Moves from Release Planner to Microsoft 365 Roadmap
