Dashboards in Amazon Connect for getting contact center performance data - Amazon Connect
Get startedSpecify time range and "Compare to" benchmarkSave, download, and share your dashboard

Dashboards in Amazon Connect for getting contact center performance data

Understanding your contact center at the most granular level is key to improving performance and lowering costs. You can use the Amazon Connect visual dashboards to understand the performance of your contact center.

Amazon Connect dashboards show real-time and historical metrics information and insights about your contact center performance.

  • Real-time dashboards are updated every 15 seconds

  • You can select historical data up to 3 months in the past.

You can customize the dashboards (for example, re-size and re-arrange the visuals), specify a custom time range and custom benchmark comparison time range for each dashboard, and select filters for data to include for each report. You can also download the entire data set or individual widgets as CSV, download the dashboard as a PDF, save your own version to your saved dashboards, share with individuals, and publish to the entire instance.

Contents

Get started

  1. Ensure users are assigned the appropriate security profile permissions do they can access the dashboards they need and view the metrics:

    • Access metrics - Access permission or the Dashboard - Access permission. For information about the difference in behavior, see Assign security profile permissions for dashboards in Amazon Connect.

    • Viewing the data on each dashboard requires the appropriate permissions. For example, to view flows data, you need Flows - View permissions. See the topics about each dashboard for the specific permissions.

  2. In the Amazon Connect admin website, navigate to Analytics and Optimization, Dashboards and reports. Select the Amazon Connect dashboard you want to view. The following image shows an example Dashboards and reports page with four dashboards you can select.

    The Dashboards and reports page, the dashboards available for you to select.

  3. When you open a dashboard, use the required filters to specify the time range. For more information, see Specify time range and "Compare to" benchmark.

    A widget on a sample dashboard, the Actions icon to edit the widget.

  4. In a widget, you can choose Actions, Edit to customize the widget to meet your business needs. For more information, see Customize your dashboard.

    A widget on a sample dashboard, the Actions icon to edit the widget.

Specify time range and "Compare to" benchmark

All dashboards have the following required filters:

  1. Time range: You can select a real-time time range within the Time range: Today option and choose a trailing window of time. For additional windows, select Custom. You can select historical time ranges by altering your Time range to Day, Week, or Month.

  2. Compare to benchmark time range: You can customize a comparison time period to benchmark your Time range selection against, such as an exact week over week comparison called Compare to: Prior week same day, time range, and time. This benchmark time range powers the benchmarking in all of the widgets in the dashboard. Your benchmark time range must be a date in the past compared to your time range.

Each dashboard has additional filters specific to that feature. For example, the following image of the Conversational analytics dashboard shows the available filters for that widget. Contact category is specific to Contact Lens.

Required dashboard filters.

Save, download, and share your dashboard

Use the following actions on your dashboards to save, download, and share them.

  1. Save: You can save your dashboard and change your dashboard name by choosing Actions > Save and typing a new name and choosing Save. Your saved dashboard appears in your Saved dashboards in the Dashboards and reports page, the Dashboards tab.

  2. Save as: You can re-name and save your dashboard by choosing Actions > Save as and typing a new name and choosing save. Your saved dashboard appears in your Saved dashboards in the Dashboards and reports page, the Dashboards tab.

  3. Download CSV: You can download the entire dashboard data set to CSV by choosing Actions > Download CSV. You can also download each widget's data set individually by choosing the download arrow button in the top right of each widget.

  4. Download PDF: You can download the entire dashboard as a PDF by choosing Actions > Download PDF.

  5. Share: You can share and publish the dashboard like other Amazon Connect reports by choosing Actions > Share. For more information about sharing and publishing, see Share reports, View shared reports, and Publishing reports.

    The following image shows the actions that you can select on an example dashboard.

Available actions for the conversational analytics dashboard.