Amazon Connect now provides an API to programmatically access real-time details about agents’ current activity, such as current status (e.g., “Available”). If an agent is handling a contact, details include the contact’s state (e.g., “Connected” or “Missed”) and duration. Using this API, businesses can build custom dashboards for contact center supervisors to monitor their agents’ activity in real-time. For example, if more agents are needed to handle contacts, you can use this new API to identify agents who are on break the longest and reach out to them to switch to “Available” or change it programmatically using PutUserStatus.
Source:: Amazon AWS