Access the performance dashboard directly in the agent workspace
You can enable users to view queue and agent performance metrics through the agent workspace. Agents can view their own metrics for the queues and contacts they work on. For example:
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Current agent performance: Agent duration, Capacity, Availability, Active.
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Current queue performance: Contacts in queue, Agents on contact, Agents available, Agents in error, Agents in NPT, Agents online, Agents staffed, Agents in ACW, Contacts Scheduled, Oldest contact age
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Trailing agent performance: Contacts handled, Avg handle time, Avg after contact work time, Agent non-response, Avg customer hold time, Agent answer rate.
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Trailing queue performance: Contacts handled, Contacts queued, Avg handle time, Avg. queue answer time, Avg. after contact work time, Contacts abandoned, Contacts transferred out.
Agents can't customize their view of the performance metrics dashboard or take any other action such as saving or downloading it.
You can customize what metrics and widgets appear on the agent's dashboard. You then integrate your customized dashboard as a third-party app into the agent workspace. For an overview of steps, see Integrate a published dashboard into the agent workspace.
The following image shows an example of the Agent workspace performance dashboard as it appears in the agent workspace. Notice it appears on the Performance metrics tab.
Assign permissions
Assign users the following permissions in their security profile so they can access the Agent workspace performance dashboard:
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Assign to agents:
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Agent Applications - Performance metrics - Access: Displays the Performance metrics option in the Apps dropdown menu in the agent workspace.
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Analytics and Optimization - 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.
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If supervisors or managers want to view the dashboard in the agent workspace, assign them the Agent Applications - Performance metrics - Access permission, and one of the following permissions:
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Analytics and Optimization - Dashboards - Access: Grants access to only the Dashboards tab.
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OR, Analytics and Optimization - Access metrics - Access: Grants access to all the tabs on the Dashboards and reports page.
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View the Agent workspace performance dashboard
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Access the agent workspace using the following URL:
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https://
instance name.my.connect.aws/agent-app-v2/ -
If you access your instance using the awsapps.com domain, use the following URL: https://
instance name.awsapps.com/connect/agent-app-v2/
Where
instance nameis provided by your IT department or the individuals that set up Amazon Connect for your business. -
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In the agent workspace, choose the Apps dropdown menu, and then choose Performance metrics to display the Agent workspace performance dashboard.
The following image shows the Apps option and the Performance metrics tab on the agent workspace.
Limitations
The following limitations apply when accessing the Agent workspace performance dashboard in the agent workspace:
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Agents can't customize the dashboard. For example, they can't add or remove widgets or metrics, or save the dashboard as a saved report.
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Agents can't take actions on the dashboard. For example, they can't download or share the dashboard.
