Key takeaways

• Managers can filter and compare up to 35 days of data within a three-month window
• Amazon Connect dashboards reveal deeper trends in calls, wait times, and agent performance
• Integration with CloudWatch allows proactive alerts and faster problem solving
• Teams gain richer insights without third-party analytics tools
• Better visibility leads to higher customer satisfaction and lower costs

Amazon Connect dashboards now offer 35-day custom ranges

In the past, managers could only view short spans of data. Now, Amazon Connect dashboards let teams filter data over any 35-day span within three months. This change gives leaders more time to spot trends and act. For example, teams can compare the last busy season with two months ago. They can also zoom in on slow days. As a result, they learn when to add or shift staff. First, this update saves time. Then, it boosts agent performance and cuts delays.

Amazon Connect dashboards integration with CloudWatch

Moreover, managers can now link time filters in Amazon Connect dashboards with CloudWatch alarms and logs. This step lets teams set alerts when key metrics cross a threshold. In addition, they can track long wait times or a spike in dropped calls. As a result, IT teams fix issues before customers complain. They also get a unified view of system performance and customer data. Therefore, they spend less time switching between dashboards.

How new filters boost trend analysis

With 35-day filters, teams can uncover patterns once hidden in daily reports. For instance, they can compare weekend traffic with weekdays over six weeks. Then, they can plot call volume peaks and troughs side by side. This contrast helps leaders plan breaks and coaching sessions at the right times. Next, they can track agent performance over multiple weeks. As a result, they spot those who might need extra training or support. By looking at longer spans, teams avoid panic fixes for one-off issues. Instead, they build solid, data-backed plans for growth.

Enhancing operational efficiency

First, managers use the extended time filter to align staffing with demand. This approach cuts idle time and prevents burnout. Second, they compare average handle times across weeks. If times rise, they dig into root causes. They might find script tweaks or software glitches. Third, they track first-contact resolution rates over a month. This metric helps identify knowledge gaps or new FAQs. Finally, by pairing these insights with CloudWatch metrics, teams keep systems running smoothly. Consequently, they reduce downtime and improve call quality.

Reducing reliance on outside analytics

Previously, many companies exported Connect data to third-party tools. However, this extra step added cost and complexity. Now, Amazon Connect dashboards cover most analytics needs in one place. Teams can filter call data, agent stats, and customer wait times without exports. Thus, they save money and avoid security risks tied to data transfers. Additionally, they speed up decision cycles since data appears in real time. As a result, leaders spend less on extra subscriptions and focus more on action.

Driving higher customer satisfaction

When teams see trends clearly, they can respond faster to customer needs. For example, if a new product launch drives long queues, teams can add more agents right away. Also, they can detect rising frustration by tracking abandoned calls over a month. This insight leads to quick fixes, like adjusting IVR options or updating FAQs. Consequently, customers wait less and feel heard sooner. Over time, this process builds trust and loyalty. Moreover, efficient operations spark positive word-of-mouth and repeat business.

Preparing for future updates

Looking ahead, teams can expect even richer insights from Amazon Connect dashboards. AWS plans to add new filters and deeper drill-downs. For instance, managers might soon compare metrics across quarters or customize chart types. They may also tie data to CRM platforms or marketing tools. In the meantime, teams should explore the new 35-day filter. They can run test comparisons to learn its power. By doing so, they will refine staffing, boost morale, and delight customers.

FAQs

What time spans can managers now access in Amazon Connect dashboards?

They can access any continuous 35-day window within the last three months. This range lets them analyze weekly, monthly, or custom spans without extra tools.

How does integration with CloudWatch improve operations?

Integration lets teams set real-time alerts and view logs alongside call stats. They catch system issues faster, fix them before they hurt customers, and keep operations smooth.

Can companies still use third-party analytics with these dashboards?

Yes, they can. However, many find they no longer need extra tools since Amazon Connect dashboards now offer deep, ready-to-use insights.

How do longer time filters boost customer satisfaction?

Longer filters reveal patterns in call volume, wait times, and resolutions. Teams then staff and train agents based on real trends. This leads to faster support and happier customers.