Amazon Connect Customer Dashboards Now Support Reporting on Routing Steps and Agent Proficiencies
AWS, Monday, August 17th, 2026
Amazon Connect adds routing step and agent proficiency reporting so supervisors can tune how contacts are matched to agents.
Amazon Connect Customer dashboards now report on routing steps and agent proficiencies, letting supervisors monitor and optimize how contacts are matched to agents
Managers can filter agents by assigned proficiency, group metrics by routing step, and track new metrics including the number of contacts queued in a routing step.
AWS gives the example of a supervisor noticing a spike in queued contacts at a step requiring highly skilled agents and then relaxing the routing criteria to widen the agent pool and cut wait times. The reporting covers both real-time and historical views.
It is available in Regions where Amazon Connect Customer dashboards are offered.