AWS connect: Add trailing agent adherence metrics to dashboard
Summary
Introduced historical adherence tracking widget and renamed real-time widget to 'Current agent adherence'.
Security assessment
Added operational monitoring feature for historical agent performance data without security implications or vulnerability fixes.
Evidence
+## Trailing agent adherence
Diff
diff --git a/connect/latest/adminguide/queue-performance-dashboard.md b/connect/latest/adminguide/queue-performance-dashboard.md index 09dab843a..77c73f72b 100644 --- a//connect/latest/adminguide/queue-performance-dashboard.md +++ b//connect/latest/adminguide/queue-performance-dashboard.md @@ -7 +7 @@ -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 trendAgent status drill downDashboard functionality limitations +Enable access to the dashboardPerformance overview chartCurrent queue overviewCurrent agent performanceCurrent agent adherenceTrailing agent adherenceTrailing agent performanceAverage queue answer time and contacts queued trendContacts handled and average handle time trendAgent status drill downDashboard functionality limitations @@ -32 +32,3 @@ This dashboard includes: - * Agent adherence + * Current agent adherence + + * Trailing agent adherence @@ -124 +126 @@ The following image shows a list of some of the filters available for contact st -## Agent adherence +## Current agent adherence @@ -126 +128 @@ The following image shows a list of some of the filters available for contact st -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. +The **Current 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. @@ -130 +132 @@ For example, you can filter for agents with a **Non-adherent** status, sort by a -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 the **Current 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**. @@ -132 +134 @@ The following image shows an example of the **Agent adherence** widget. The red - + @@ -141,0 +144,16 @@ The following image shows an example of filtering the **Adherence status duratio +## Trailing agent adherence + +The **Trailing agent adherence** widget provides a historical view of agent adherence over a configurable time period. Use this widget to review adherence trends and identify patterns over time. + +By default, you see adherence metrics grouped by agent, including scheduled time, adherent time, non-adherent time, and adherence percentage. + +You can group data by agent, queue, channel, routing profile, agent hierarchy levels, and shift activity. You can filter by agent, queue, routing profile, channel, and agent hierarchy levels. You can sort by any metric, such as adherence percentage, to quickly identify agents who need attention. + +###### Note + +Historical adherence metrics data is available from May 6, 2026. Queries for dates before May 6, 2026 return no results. + +The following image shows an example of the **Trailing agent adherence** widget. + + +