The new Amazon Connect Customer dashboard offers visibility into case management metrics including the number of cases created, average resolution time, first-contact resolution rates, and the achievement of service level agreements. Managers can compare current performance versus previous periods and analyze results by case templates, assigned users, and queues.
By identifying trends such as missed SLAs in specific teams or case types, the tool empowers managers to investigate root causes and prioritize process improvements. The Cases feature is available in several AWS regions globally, supporting enhanced customer service operations through data-driven insights.
Source & further reading
Amazon Connect Customer launches performance dashboard for Cases ↗Source published 2026-08-11. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.