Amazon Connect Contact Lens dashboards now include the ability to color code metric performance, customize service level thresholds, and switch metrics within widgets. With these dashboards, you can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. You can further customize the dashboards by changing the metrics you want to monitor, as well as color code metric performance based on custom defined thresholds. For example, you can automatically show service level as red if it dips below 70%, yellow if its between 70-90%, and green if its greater than 90% to give a quick visual indicator on how service level is performing.
This feature is available in all commercial AWS regions where Amazon Connect is offered. To learn more about dashboards, see the Amazon Connect Administrator Guide. To learn more about Amazon Connect, the AWS cloud-based contact center, please visit the Amazon Connect website.
Source:: Amazon AWS