View the number of contacts waiting in an Amazon Connect contact center queue

To view the number of contacts waiting in a queue for an agent

1. Log in to the Amazon Connect admin website at https://instance name.my.connect.aws/. Use an Admin account, or an account assigned to a security profile that has Real-time metrics - Access metrics permissions.

2. In Amazon Connect, on the left navigation menu, choose Analytics and Optimization, Real-time metrics, and then choose Queues.

3. In the Queues table, check the In queue column.

   The In queue value shows the total number of customers who are waiting for an agent, including those who have requested a callback.