AWS connect documentation change
Summary
Added new 'Agent adherence' widget documentation with real-time monitoring features and conditional formatting
Security assessment
New operational monitoring feature documentation focused on workforce management efficiency rather than security controls. No evidence of security-related functionality being added or modified.
Diff
diff --git a/connect/latest/adminguide/queue-performance-dashboard.md b/connect/latest/adminguide/queue-performance-dashboard.md index d3f28ef1b..1e0d00629 100644 --- a//connect/latest/adminguide/queue-performance-dashboard.md +++ b//connect/latest/adminguide/queue-performance-dashboard.md @@ -5 +5 @@ -Enable access to the dashboardPerformance overview chartCurrent queue overviewCurrent agent performanceTrailing agent performanceAverage queue answer time and contacts queued trendContacts handled and average handle time trendDashboard functionality limitations +Enable access to the dashboardPerformance overview chartCurrent queue overviewCurrent agent performanceAgent adherenceTrailing agent performanceAverage queue answer time and contacts queued trendContacts handled and average handle time trendDashboard functionality limitations @@ -22,0 +23,2 @@ This dashboard includes real-time statistics such as number of agents online and + * Agent adherence + @@ -110,0 +113,18 @@ The following image shows a list of some of the filters available for contact st +## Agent adherence + +The **Agent adherence** widget provides a real-time view of agent adherence metrics, including adherence status, duration, and percentage, enabling supervisors to monitor and manage agent adherence. This widget supports filtering on adherence status, duration, and percentage, sorting by duration or percentage, and conditional formatting on duration and percentage to quickly identify adherence breaches and take prompt action to address issues. + +For example, you can filter for agents with a **Non-adherent** status, sort by adherence duration, and highlight duration greater than 5 minutes to quickly identify breaches and send reminders to bring agents back on task. + +The following image shows an example of the **Agent adherence** widget. The red highlight is conditional formatting applied on the **Adherence status duration** (Adherence status duration >= 3 hours). The breach in the agent adherence is indicated by the **Non-adherent status**. + + + +The following image shows an example of how to set up conditional formatting. + + + +The following image shows an example of filtering the **Adherence status duration**. In this case, Amazon Connect will display only those agents who are not adherent for longer than 10 minutes. + + +