Amazon Connect Customer launches metrics for agent queues on analytics dashboards
Summary
Amazon Connect Customer dashboards now display real-time and historical metrics for agent queues. Agent queues are used to directly route contacts to a specific agent. Now, supervisors can track how these agents perform in their own queues. For example, a supervisor notices a spike in contacts queued to a specific agent queue following a series of scheduled callbacks, and reassigns them to avoid l
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Note
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