Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies
Summary
Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies enabling supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies. Managers can filter agents by their assigned proficiencies, group metrics by routing steps, and track new metrics including number of contacts queued in a routing step. For example, a supervis
Why It Matters
This announcement reflects ongoing developments in the technology sector that may impact enterprise IT strategy, consumer technology adoption, or industry competitive dynamics.
Note
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