Amazon Connect alerts on real-time metrics now provide the specific agents, queues, flows, or routing profiles that exceeded thresholds and triggered the alert. This enables managers to respond faster to customer experience and operational issues by eliminating the need to manually investigate the root cause of the alert. For example, alerts on elevated queue wait times now include the exact queues affected, so managers can reassign agents to those queues. These detailed alerts can be sent through email, tasks, and Amazon EventBridge.
This feature is available in all regions where Amazon Connect is offered. To learn more, please visit our documentation and our webpage.
Categories: general:products/amazon-connect,marketing:marchitecture/applications,marketing:marchitecture/contact-center
Source: Amazon Web Services
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