Page Comparison

Highlights:

• Configure your

• own announcement message at the top of the page to alert agents to important company information

• Compare today'

• s Service Level (GoS),

•  Calls Offered,

•  ASA, Abandoned Calls, and Occupancy with yesterday's trend and the Same Day Last Week (SDLW) trend

• See real-

• time Agent Status information and be alerted when agents spend too much time in one state

• See near real-time information

• around Calls Handled, Calls Offered, Service Level (GoS), Abandoned Calls, ASA, and Occupancy

Datablocks used:

• Text Editor

• Status

• Gauge

• Cube Report - Line

• Drillthrough - Realtime Data

Please refer to

the https://prophecyinternational.atlassian.net/wiki/spaces/eMite/pages/184877149/Amazon+Connect+Data+Dictionary for definitions of custom KPIs used within this dashboard.