Amazon Connect Customer: were you missing visibility into proficiency-based routing?
Hey everyone, it's me! Today I found news that makes contact center operations a bit smarter, so let me share it.
AWS What's New
aws.amazon.com
What was announced?
AWS announced on What's New that Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies. Supervisors can now monitor and optimize how contacts get matched to agents in much finer detail.
What changes
With the new reporting, you can:
- Filter agents by their assigned proficiencies
- Group metrics by routing step
- Track new metrics, including the number of contacts queued at a routing step
AWS gives an example scenario: a supervisor notices a spike in queued contacts at a routing step that requires highly skilled agents, then relaxes the routing criteria to expand the agent pool and reduce wait times. Being able to see the numbers and act on them right away is what makes this update genuinely useful.
Dive Deep
- This applies to Amazon Connect Customer analytics dashboards
- Available in all AWS commercial regions and AWS GovCloud (US-West) where Amazon Connect Customer is offered
Wrap-up
- Amazon Connect Customer dashboards now report on routing steps and agent proficiencies
- You can filter by proficiency, group metrics by routing step, and track queued contact counts
- Supervisors can make faster, data-driven calls — like reducing wait times — instead of guessing
- A useful update for anyone running or supervising a contact center on Amazon Connect Customer!
