Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies
Amazon Connect ยท 2026-08-17
Actions
Technical Details
| Regions | all AWS commercial and AWS GovCloud (US-West) regions |
|---|---|
| Cost Impact | Neutral |
What This Means
For DevOps Teams
Update Amazon Connect Customer dashboards to utilize the new reporting features on routing steps and agent proficiencies, ensuring supervisors can effectively monitor and adjust contact routing strategies.
For Platform Teams
Integrate the new reporting capabilities into the existing Amazon Connect analytics framework to provide supervisors with enhanced insights and control over contact routing and agent performance.
For Executives
Evaluate the new reporting capabilities on Amazon Connect Customer dashboards to optimize contact center operations and improve agent efficiency, leading to enhanced customer satisfaction and reduced wait times.
Source
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