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Amazon Connect Cases Gets a Performance Dashboard You Can See at a Glance!

AWS What's New ★★★ View Markdown
#aws#business

Hi everyone, it's me! I found some nice news today on the customer support side of things.

AWS What's New aws.amazon.com

What was announced?

According to AWS What's New, Amazon Connect Customer's Cases now has a new performance dashboard. It lets managers see how case handling is going at a glance.

Here's what you can track on the dashboard:

  • Cases created
  • Average resolution time
  • First-contact resolution percentage
  • SLA (service level agreement) achievement rate

You can also compare current and prior-period numbers, and break trends down by dimensions like case template, assigned user, or assigned queue.

Why it matters

If you run a contact center, figuring out exactly which team or case type is missing its SLA targets can take real effort — building custom reports or checking in with each team manually.

This dashboard does that aggregation and comparison for you out of the box. The announcement gives an example: a manager notices the billing team is missing more SLA targets on refund cases than in the prior period, and uses that to investigate the cause and prioritize process improvements.

What changes

Managers can now spot underperforming areas just by looking at period comparisons and dimension-level trends, which should make it much faster to investigate causes and kick off improvements.

Dive Deep

Cases is currently available in these 10 regions:

  • US East (N. Virginia)
  • US West (Oregon)
  • Canada (Central)
  • Europe (Frankfurt)
  • Europe (London)
  • Asia Pacific (Seoul)
  • Asia Pacific (Singapore)
  • Asia Pacific (Sydney)
  • Asia Pacific (Tokyo)
  • Africa (Cape Town)

For more details, check the Cases webpage and documentation.

Wrap-up

  • Amazon Connect Customer's Cases now has a performance dashboard
  • You can see cases created, average resolution time, first-contact resolution rate, and SLA achievement rate all in one place
  • Compare current vs. prior period, and break down trends by case template, assigned user, or queue
  • Makes it much easier to spot things like "this one team's SLA misses are climbing"
  • Currently available in 10 regions

This one's especially good news if you're managing a contact center team!

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