Amazon Connect adds agent queue metrics to analytics dashboards
Amazon Connect now displays real-time and historical metrics for agent queues on customer dashboards, enabling supervisors to track agent performance within specific queues. This feature allows for proactive management of wait times and resource allocation based on contact volume. It is available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.
- →Real-time and historical agent queue metrics available
- →Availability and further information
Features (1) ›
- Real-time and historical agent queue metrics available
Supervisors can now monitor agent queue performance on Amazon Connect Customer dashboards. This includes tracking metrics for agents directly routing contacts to specific queues, allowing for better oversight of their performance.
Notes (1) ›
- Availability and further information
Agent queue metrics are now available across all AWS commercial and AWS GovCloud (US-West) regions supporting Amazon Connect. Additional details can be found in the Amazon Connect Customer Administrator Guide and on the Amazon Connect website.
https://aws.amazon.com/about-aws/whats-new/2026/07/amazon-connect/
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