Amazon Connect adds routing steps and proficiencies
🔍 The Amazon Connect Customer dashboards now include reporting on routing steps and agent proficiencies, enabling supervisors to monitor and optimize contact-to-agent matching. Managers can filter agents by assigned proficiencies, group metrics by routing steps, and track metrics such as the number of contacts queued in a routing step. These analytics are available in all AWS commercial and AWS GovCloud (US-West) regions where Amazon Connect Customer is offered.
