Amazon Connect Customer launches performance dashboard for Cases

Amazon Connect Customer now provides a performance dashboard for cases that helps managers monitor case volume, resolution trends, and performance against service level agreement (SLA) targets. Managers can compare current and prior-period performance across metrics such as cases created, average resolution time, first-contact resolution percentage, and SLA achievement rate. They can also analyze trends across dimensions such as case template, assigned user, or assigned queue. For example, a manager can identify that the billing team missed more SLA targets for refund cases than in the prior period, investigate the causes, and prioritize process improvements.

Cases is available in the following AWS regions: US East (N. Virginia), US West (Oregon), Canada (Central), Europe (Frankfurt), Europe (London), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Asia Pacific (Tokyo), and Africa (Cape Town).