Queue performance dashboard in Amazon Connect

The queue performance dashboard helps you understand the performance of your queues or groups of queues compared over configurable periods of time using key metrics such as contacts handled, service level, and average handle time.

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.

Performance overview chart

The Queue performance overview chart that provides aggregated metrics based on your filters. Each metric within the chart is compared to your "compare to" benchmark time range filter.

The following image shows an example performance overview chart:

• Contacts handled during your time range selection was 126,306, which is down ~13% compared to your benchmark number of contacts handled, 144,647 contacts.

• The percentages are rounded up or down.

• The colors that appear for the metrics indicate positive (green) or negative (red) compared to your benchmark.

• There are no colors for Contacts handled.

Contacts handled and average handle time trend

The Contacts handled and average handle time trend is a time-series chart that displays the count of contacts handled (blue bars) and the average handle time (red line) over a given time period broken down by intervals (15min, daily, weekly, monthly).

To configure different time range intervals, choose Interval, as shown in the following image.

The available intervals depend on the page-level time range filter, which is set at the top of the page. For example:

• If you have a "Today" time range filter at the top of your dashboard, you can only see an interval of 15min for the last 24 hours.

• If you have a "Day" time range filter at the top of your dashboard, you can see a trailing 8 day interval trend, or a 15min interval trend for the trailing 24 hours.

Dashboard functionality limitations

The following limitations apply to the Queue performance dashboard:

• Tag-based access controls are not supported on the dashboard.