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Agent performance evaluations dashboard - Amazon Connect

Agent performance evaluations dashboard

You can use the Agent performance evaluations dashboard to view aggregated agent performance, and get insights across agent cohorts and over time.

Use the dashboard to view your agents' performance evaluation scores and drill-down into evaluation scores received on different evaluation forms, sections, and questions. You can also use it to view agent performance metrics such as average handle time, occupancy, and more.

The dashboard provides a single place to view aggregated agent performance.

Enable access to the dashboard

Ensure users are assigned the appropriate security profile permissions:

  • Access metrics - Access permission or the Dashboard - Access permission. For information about the difference in behavior, see Assign security profile permissions for dashboards in Amazon Connect.

  • Evaluation forms - perform evaluations - View: This permission enables users to view performance evaluation results.

  • Evaluation forms - manage form definitions - View: This permission enables users to view evaluation form definitions such as form structure, scoring weights, and more.

Specify "Time range" and "Compare to" benchmark

Following are a few use cases that help explain how to configure the Time range and Compare to settings.

  • Time range: Select from intraday (trailing 8 hours), daily, weekly, monthly performance. You can view data from 15 seconds up to 3 months in the past. Some of the metrics are available only starting January 10, 2025 0:00:00 GMT. For more information, see Historical metrics definitions.

  • Compare to: Compare performance with prior time period (for example, prior week, prior month, and more) or with a Amazon Connect resource (for example, comparison with all agents within the contact center, a specific hierarchy, queue, and more).

  • Agent

  • Agent hierarchy

  • Channel

  • Queue

  • Routing Profile

Examples of "Time range" and "Compare to" configurations

  • Use case 1: I want to compare my agents’ performance today with my performance yesterday

    Configure the dashboard as follows:

    • Time range = Trailing

    • Time = Customer: Today (since 12 am)

    • Compare to

      • Comparison type: Prior time period

      • Benchmark time range: Day, Prior day

    Time range = Trailing, Time = Today, Comparison type = Prior time period.
  • Use case 2: I want to compare my agents’ performance last week with the prior week

    Configure the dashboard as follows:

    • Time range = Week

    • Time = Last week

    • Compare to

      • Comparison type: Prior time period

      • Benchmark time range: Week, Prior week

    Time range = Week, Time = Last week, Comparison type = Prior time period.
  • Use case 3: I want to compare my agents’ performance last week with the average of the contact center.

    Configure the dashboard as follows:

    • Time range = Week

    • Time = Last week

    • Compare to

      • Comparison type: Resource

      • Select resource: Agent

    Time range = Week, Time = Last week, Comparison type = Resource.

Agent performance overview and Agent evaluation performance overview charts

These two charts provide aggregated metrics based on your filters.

For example, they show the average handle time of the agent hierarchy that you selected, for the specified time range (for example, last week).

The charts also provide the benchmark value based on your selections within "Compare to" and the difference in values versus the comparison.

The following image shows an example Agent performance overview chart.

The Agent performance overview chart.

The following image of the Agent evaluation performance overview chart shows the Avg evaluation score decreased from 67.58% to 48.72%.

The Agent evaluation performance overview chart.

Evaluation scorecard chart

This chart provides a drill-down of the aggregated evaluation score from form to section to questions.

For example, you can select your team in the agent hierarchy and view how the team is performing overall. You can identify what evaluation questions they need to improve on by sorting questions using Avg evaluation score column.

You can view the score (out of 100%) of sections and questions in the Avg. evaluation score column. To see how each section and question contributes to the evaluation score of the form, view the Avg weighted evaluation score column.

Percent change in avg evaluation score is as follows:

  • (Avg evaluation score - Prior avg evaluation score) / Prior avg evaluation score)

In addition to the using the page filters, you can add filters to the chart for the evaluation form and the evaluation source.

The evaluation source helps you differentiate between evaluations performed manually, automatically, or where the manager completed the evaluation with assistance from automation. For a description of each evaluationSource valid value (ASSISTED_BY_AUTOMATION, MANUAL, AUTOMATED), see Evaluation form metadata definitions.

The following image shows an example Evaluation scorecard chart.

The Evaluation scorecard chart.

Evaluation score trend chart

On the Evaluation score trend chart you can view trends at intervals of 15 minutes, daily, weekly or monthly, and perform comparison with prior time period and resource benchmarks. The available intervals depend on time range selections. For example, for a Time Range of weekly, you can view trends at daily and weekly intervals.

In addition to the page filters, you can also add filters to the chart for the evaluation form and the evaluation source.

The following image shows an example Evaluation score trend chart.

The Evaluation score trend chart.

Agent performance evaluation metrics table

You can view the average evaluation score for each of your agents. For example, you can filter for a particular agent hierarchy and sort agents by their Avg. evaluation score.

You can drill-down into agents to view their score across the different evaluation forms and can also filter the table for a particular evaluation form or evaluation source (that is, automated, manual, and more).

The table provides evaluations performed so you can assess if the agent has received enough evaluations for the Avg. evaluation score to be representative of their performance. You can also check if the agent received any automatic fails on their performance evaluations.

You can set custom thresholds that enable you to get an at-a-glance view of agents that are below the desirable threshold for their average evaluation score. For more information, see Modify thresholds for summary widgets and tables.

The following image shows an example Agent performance evaluation metrics table.

The Agent performance evaluation metrics chart.

Agent online time breakdown chart

This chart provides a breakdown of the online time spent by agents being on-contact, being idle (while being available to take calls), and non-productive (that is, in custom status).

You can then compare the breakdown over time or versus a benchmark (for example, the average of all agents in the contact center).

This chart helps you assess whether agents are spending too much time on activities outside of taking contacts, so you can take action (for example, driving better adherence to scheduled breaks).

For more information about metrics definitions, see Historical metrics definitions.

The following image shows an example Agent online time breakdown chart.

The Agent online time breakdown chart.

Average handle time breakdown chart

This chart provides a breakdown of the average handle time across interaction time, hold time, and After Contact Work (ACW) time.

You can benchmark average handle time components over time or versus benchmark (for example, the average of all agents).

This chart helps you identify opportunities to reduce average hold time, for example, if average handle time is high because average after contact work time is higher than the contact center's average, then you can coach agents on how to complete after contact work more efficiently.

The following image shows an example Avg. handle time breakdown chart.

The Avg. handle time breakdown chart.

Agent performance metrics table

This table provides you with key agent performance metrics. You can sort the table in ascending or descending order of the metrics. For example, which agents have the highest Avg after contact work time.

You can also edit the chart to add or remove agent performance metrics, and set thresholds for highlighting insights.

The following image shows an example Agent performance metrics chart.

The Agent performance metrics table.
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