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Amazon Connect Customer launches performance dashboard for Cases

Published
August 11, 2026
https://aws.amazon.com/about-aws/whats-new/2026/08/amazon-connect-cases-dashboard/

Amazon Connect Cases Dashboard

Amazon Connect Customer now provides a performance dashboard for cases that helps managers monitor case volume, resolution trends, and performance against service level agreement (SLA) targets. Managers can compare current and prior-period performance across metrics such as cases created, average resolution time, first-contact resolution percentage, and SLA achievement rate. They can also analyze trends across dimensions such as case template, assigned user, or assigned queue.

Regions Available

  • US East (N. Virginia)
  • US West (Oregon)
  • Canada (Central)
  • Europe (Frankfurt)
  • Europe (London)
  • Asia Pacific (Seoul)
  • Asia Pacific (Singapore)
  • Asia Pacific (Sydney)
  • Asia Pacific (Tokyo)
  • Africa (Cape Town)

What to do

Source: AWS release notes




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