SourceAmazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies
Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies to help supervisors optimize how contacts are matched to agents.
Why it matters
Managers can identify where customers are waiting and adjust routing criteria to reduce wait times.
The details
- Managers can filter agents by their assigned proficiencies.
- New metrics track the number of contacts queued in a routing step.
- Features available in all AWS commercial and AWS GovCloud (US-West) regions.
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In this article
Key connections
Amazon owns Amazon Connect Customer
Amazon develops and operates the Amazon Connect Customer cloud contact center service.
Related events
Aug 17, 2026•14d ago
•Product UpdateAmazon Connect Customer Dashboards Add Reporting for Routing Steps and Agent Proficiencies
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