Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies
Amazon Connect Customer dashboards now provide enhanced reporting for routing steps and agent proficiencies. This allows supervisors to monitor and optimize how customer contacts are matched to agents based on their skills and expertise. Managers can filter agents by proficiency, group metrics by routing steps, and track new metrics such as the number of contacts queued within a routing step. This feature is available across all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect is offered.
Features (1) ›
- Dashboard reporting for routing steps and agent proficiencies
Amazon Connect Customer dashboards now enable supervisors to monitor and optimize contact-to-agent matching using agent proficiencies. This includes functionality to filter agents by proficiency, group metrics by routing steps, and track new metrics like contacts queued within a specific routing step.
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-routing-steps/
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