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
- MC1477184: Microsoft 365 Admin Center Consolidates Duplicate Agents and Adds Version History in Agent Registry
- MC1477185: OneDrive Adds Pay-As-You-Go Billing for Extra Storage
- MC1477186: Agent 365 Simplifies CLI Setup with Microsoft-Managed Enterprise Application
- MC1477187: OneDrive on macOS Increases Sync Limit to 1 Million Items per Device
