The updated Amazon Connect Customer dashboards now allow supervisors to analyze how contacts are routed based on agent proficiencies, monitor queued contacts per routing step, and filter agents accordingly. This capability enables real-time adjustments to improve contact handling efficiency by matching contacts to suitably skilled agents or expanding agent pools to reduce wait times.
These analytics features are available in all AWS commercial and GovCloud (US-West) regions supporting Amazon Connect Customer. They enhance supervisors' ability to fine-tune routing strategies and optimize resource utilization in cloud-based contact centers for improved customer experience.
Source & further reading
Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies ↗Source published 2026-08-17. 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.