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Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies

Published
August 17, 2026
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-routing-steps/

Amazon Connect Customer Dashboards Update

Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies, enabling supervisors to monitor and optimize how contacts are matched to agents based on agent proficiencies. Managers can filter agents by their assigned proficiencies, group metrics by routing steps, and track new metrics including the number of contacts queued in a routing step.

For example, a supervisor notices a spike in queued contacts at a routing step requiring highly skilled agents, then relaxes the routing criteria to expand the agent pool and reduce wait times.

What to do

  • Monitor routing steps and agent proficiencies on the Amazon Connect Customer dashboards.
  • Filter agents by their assigned proficiencies.
  • Group metrics by routing steps.
  • Track new metrics including the number of contacts queued in a routing step.

Source: AWS release notes




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