AWS has introduced a performance dashboard for Amazon Connect Cases, giving contact center managers a centralized view of case management performance.
The dashboard tracks metrics including cases created, average resolution time, first-contact resolution percentage, and service level agreement achievement rates. Managers can compare current results with previous periods and analyze trends by case template, assigned user, or assigned queue.
This helps teams identify areas where SLA targets are being missed and prioritize operational improvements. The dashboard is available with Amazon Connect Cases across supported AWS regions, including North America, Europe, Asia Pacific, and Africa, helping organizations improve customer service operations.
