Dashboards in Amazon Connect for getting contact center performance data - Amazon Connect
Get startedSave, download, and share your dashboardUse the required filtersChanging metricsModify thresholdsAdd or remove widgetsCreate custom dashboards

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.

Topics

Get started

  1. Ensure users are assigned the appropriate security profile permissions:

    • 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. Choose the Amazon Connect dashboard you want to view.

    Dashboard selector in the console.

  3. You can customize the dashboard and then choose Save as to save it with a new name. It appears in the Saved dashboards section.

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.

Available actions for the conversational analytics dashboard.

Other actions: You can move charts around by choosing and holding the top left corner icon with your mouse and moving. You can re-size widgets by choosing and dragging the bottom right icon with your mouse.

Resizing and moving a chart.

Use the required filters

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 Contact Lens conversational analytics dashboard shows the available filters. Contact category is specific to Contact Lens.

Available dashboard filters.

Changing metrics

  1. To change metrics, select the vertical ellipsis and choose Edit. You can modify the existing metrics, but you cannot add or remove them.

    Changing metrics menu and choose Edit.

  2. After the edit panel opens on the side panel, you have the ability to customize the widget title. To change the metrics, choose the specific metric you want to change, and the available metrics will show. Note: Real-time queue, routing profile, and agent metrics can only be selected in specific widgets and cannot be combined with trailing near real-time or historical metrics. Real-time metrics include the following metrics:

    • Agents Online

    • Agents Available

    • Agents in Error

    • Agents in NPT

    • Agents Staffed

    • Agents on Contact

    • Agents Online

    • Agents in ACW

    • Contacts Active

    • Contact Availability

    • Oldest Contact

    • Contacts in Queue

    Metrics configuration menu.
    Different types of real-time metrics.

  3. You can also select custom time thresholds for metrics like Service level, Contacts answered in X, and Contacts Abandoned in X. To select a custom time threshold, choose Add custom.

    The Add custom option in the UI.

  4. You can then select and choose which time threshold you want. The limit is between one second and seven days.

    Add the time threshold to your custom metric.

  5. Once you have selected the metrics you want, choose Apply to save your changes.

Modify thresholds

You can add color coded thresholds to summary widgets and tables by choosing Modify thresholds.

The Modify threshold menu option.

You can add up to three thresholds per metric (red, yellow, green). You can define the thresholds that cause the metrics to change colors. Thresholds are evaluated in the order they are applied, which means that if you have overlapping thresholds, the first one that triggers, will color the respective metric. This means if you want to create a red/yellow/green configuration for greater than 90% green, between 90%-70% yellow, and less than 70% yellow, you should create three conditions in the following order:

  1. Greater than or equal to 90% = Green

  2. Greater than or equal to 70% = Yellow

  3. Less than 70% = Red

The Modify threshold menu option.

Add or remove widgets

You add widgets to a dashboard by choosing from a list of pre-configured widgets that is based on the dashboard you are using. You can have up to 10 widgets on each dashboard.

To add a widget

  1. On the dashboard page, choose Add widget at the top right corner, as shown in the following image.

    The Add widget button on the dashboards page.

  2. On the Add widget page, select a widget from the list of pre-configured widgets based on the dashboard you are using. The widget is added to the bottom of the dashboard.

    The following example of an Add widget page shows five Contact widgets that you can add.

    Five Contact widgets on the Add widget page.

When you add a custom widget to the dashboard, you can apply both a widget-level filter and a page-level filter.

A widget-level filter acts as an "OR." For example, you have two queues:

  • One queue is filtered at the page level and at the widget level.

  • The other queue is filtered at the queue level.

In this example, the dashboard would display the data for both queues in the widget.

If you want to display data for only a single queue, we recommend unselecting the page-level filter.

To remove a widget, choose the More icon on the right side of the widget and then choose Remove, as shown in the following image.

The More icon, the Remove option.

Create custom dashboards

To create a custom dashboard, on the Dashboards tab choose Create custom, as shown in the following image.

The Create custom button on the saved dashboards page.

A new custom dashboard opens. Use the Add widget option to customize the dashboard.