Amazon Connect Cases Launches Performance Dashboard
Amazon Connect Cases now includes a performance dashboard for managers, enabling them to monitor case volumes, resolution trends, and service level agreement (SLA) achievement. It facilitates comparison of current and prior-period performance for metrics like cases created and average resolution time, alongside trend analysis across dimensions such as case template or assigned queue. This new capability helps identify operational issues and prioritize process improvements. The dashboard is generally available in several AWS regions, including US East (N. Virginia) and Europe (Frankfurt).
Features (1) ›
- New performance dashboard for Amazon Connect Cases
Amazon Connect Cases now provides a performance dashboard to help managers monitor case volume, resolution trends, and performance against SLA targets. It enables comparisons of current and prior-period performance across metrics like cases created, average resolution time, and first-contact resolution percentage, allowing analysis of trends across various dimensions.
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-cases-dashboard/
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