Integrate a published dashboard into the agent workspace - Amazon Connect

Integrate a published dashboard into the agent workspace

You can create a customized dashboard, and then surface it in the agent workspace. You may want to do this if you don't want agents to have access to all the widgets or metrics on the default Agent workspace performance dashboard.

Following is a high-level overview of how you integrate a published dashboard in the agent workspace.

  1. Publish your Amazon Connect dashboard. For instructions, see Publish reports.

  2. Integrate your published Amazon Connect dashboard into the agent workspace. For instructions, see Integrate third-party applications (3p apps).

    Note

    When you perform this step, ensure the access URL includes &_appLayoutMode=embedded at the end. This ensures the website navigation and header are hidden.

  3. Assign permissions to the agent's security profile so they can access and view the saved report and the dashboard.

    • Assign the following Analytics and Optimization permissions:

      • Saved reports - View: Grants permission to view the published dashboard.

      • View my own data in dashboards - View: Grants access to the Dashboards to view individual agent performance metrics and the metrics of queues in the agent's routing profile.

    They don't need permission to Agent Applications - Performance metrics - Access because instead you're giving them permissions to your published report.

  4. If supervisors or managers also want to view published dashboard in the agent workspace, assign them the following Analytics and Optimization permissions:

    • Saved reports - View: Grants permission to view the published dashboard.

    • Assign one of the following permissions:

      • Dashboards - Access: Grants access to only the Dashboards tab.

      • OR Access metrics - Access: Grants permission to all the tabs on the Dashboards page, such as Real-time metrics reports and Historical metrics reports.