AWS connect documentation change
Summary
Restructured documentation for real-time schedule adherence metrics, added information about new dashboard widget, and reorganized metric definitions into subsections.
Security assessment
The changes focus on improving documentation structure and adding UI navigation details. No security vulnerabilities, configurations, or features are mentioned. The updates relate to metric explanations and dashboard functionality without any security implications.
Diff
diff --git a/connect/latest/adminguide/definition-real-time-schedule-adherence.md b/connect/latest/adminguide/definition-real-time-schedule-adherence.md index 4ebd7662b..300d5c698 100644 --- a//connect/latest/adminguide/definition-real-time-schedule-adherence.md +++ b//connect/latest/adminguide/definition-real-time-schedule-adherence.md @@ -5 +5 @@ -# Real-Time Schedule Adherence in Amazon Connect +Real-Time agent adherence statusScheduled statusAgent adherence durationAgent adherence percentage @@ -7,3 +7 @@ -Real-Time agent adherence is available in a table called **Agent schedule adherence**. You can select this table from the Real-time metrics landing page or from within an existing report. - -The Agent schedule adherence table has the same functionality as an existing agent's table, but with the additional metrics listed below. +# Real-time Schedule Adherence in Amazon Connect @@ -13,6 +11 @@ The Agent schedule adherence table has the same functionality as an existing age -The real-time adherence data may take up to 3 minutes to refresh, but it captures the complete duration of adherence or non-adherence. - -**Real-Time agent adherence status** - - * This metric indicates whether an agent is adherent or non-adherent in near real-time. For a definition of schedule adherence, see [Schedule Adherence for agent productivity in Amazon Connect](./schedule-adherence.html). - +The real-time adherence data may take up to 3 minutes to refresh. It captures the complete duration of adherence or non-adherence. @@ -19,0 +13 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +You can access real-time agent adherence metrics in the following areas on the Amazon Connect admin website: @@ -20,0 +15 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture + * **Agent schedule adherence** table @@ -22 +17 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture -**Scheduled status** +Select this table from the Real-time metrics page or from within an existing report. This table has the same functionality as an existing agent's table, but with the additional metrics listed below. @@ -24 +19 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture - * This metric indicates name of the activity from the published schedule for an agent. If an agent is not scheduled, **Scheduled status** it is blank. + * [Agent adherence](./queue-performance-dashboard.html#agent-adherence-dashboard) widget on the **Queue and agent performance** dashboard. @@ -25,0 +21 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +This widget provides detailed agent adherence information that you can filter and sort. It also provides conditional formatting to help you proactively manage and optimize workforce performance. @@ -29 +24,0 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture -**Agent adherence duration** @@ -31 +26 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture - * The amount of time an agent has currently been adherent or non-adherent. When an agent changes between non-adherent or adherent, this value resets because it represents the current amount of time. +Following is a list of the real-time agent adherence metrics. @@ -32,0 +28 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +## Real-Time agent adherence status @@ -33,0 +30 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +This metric indicates whether an agent is adherent or non-adherent in near real-time. For a definition of schedule adherence, see [Schedule Adherence](./schedule-adherence.html). @@ -34,0 +32 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +## Scheduled status @@ -36 +34 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture -**Agent adherence percentage** +This metric indicates name of the activity from the published schedule for an agent. If an agent is not scheduled, **Scheduled status** is blank. @@ -38 +36 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture - * The percentage of time an agent has been adherent to their schedule. For a definition of adherence, see [Schedule Adherence metrics in Amazon Connect](./scheduling-metrics.html). +## Agent adherence duration @@ -39,0 +38 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +This metric measures the amount of time an agent is adherent or non-adherent. When an agent changes between non-adherent or adherent, this metric resets because it represents the current amount of time. @@ -40,0 +40 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +## Agent adherence percentage @@ -41,0 +42 @@ The real-time adherence data may take up to 3 minutes to refresh, but it capture +This metric measures the percentage of time an agent is adherent to their schedule. For a definition of adherence, see [Adherence](./scheduling-metrics.html#adherence-hmetric).