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Amazon Connect Customer Dashboards Now Support One-Click Drill-Down!

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

Hi everyone, it's Shiichan! Today I want to share a small but genuinely useful update for AWS's contact center service.

AWS What's New aws.amazon.com

What was announced?

AWS What's New announced that Amazon Connect Customer's real-time metrics dashboards now support one-click drill-down.

Supervisors can now go from a summary view straight to pre-filtered routing profile, queue, agent, or routing step widgets with a single click.

The story so far

Amazon Connect Customer already had real-time metrics dashboards, but drilling down from the summary view into the details behind an issue you noticed wasn't a one-click action. With this update, supervisors can now jump straight from the summary into the detailed widgets.

What changes

The example in the announcement makes it clear why this matters. If a supervisor notices a spike in wait times for a particular queue, they can now drill down with one click straight into agent activity for that queue.

That means less screen-hopping between spotting a problem and finding its cause, so supervisors can react faster to queue congestion or agent staffing issues, for example by reassigning agents to reduce a growing backlog.

Dive Deep

The one-click drill-down is available across all AWS commercial regions and in AWS GovCloud (US-West), wherever Amazon Connect Customer is offered. More details are available in the dashboards section of the Amazon Connect Customer Administrator Guide.

Wrap-up

  • Amazon Connect Customer's real-time metrics dashboards now support one-click drill-down
  • From a summary view, you can jump straight into routing profile, queue, agent, or routing step detail widgets
  • For example, if you notice a spike in queue wait times, you can drill into agent activity and reassign agents right away
  • Available across all AWS commercial regions and AWS GovCloud (US-West) where the service is offered
  • Great news for supervisors and administrators running contact center operations on Amazon Connect Customer!

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