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

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

## 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!