Agent Work Space - Queues stats

Hlo,

Yes, many modern agent workspaces and customer service platforms provide real-time queue statistics to agents. These stats typically include metrics such as total calls waiting, number of agents available, average wait time, and more.

Depending on the software you're using, these stats may be displayed prominently on your dashboard or as a separate tab within your workspace interface. Some platforms even offer customizable dashboards where you can arrange widgets to show the specific metrics most relevant to you.

No, native queue statistics are not available within the AWS agent workspace. AWS Contact Center is a telephony service offered within Amazon Connect, and it doesn't provide a built-in queue statistics view for agents.

However, We can access queue metrics through Amazon Connect's real-time reporting dashboards. These dashboards provide insights into various queue performance factors, including number of agents available and potentially calls waiting.

Consult the Amazon Connect Administrator Guide for details on configuring and accessing real-time reporting dashboards: https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-reports.html

Hi, for minimal coding effort, you could:

1. Assign the agents a security profile which allows them access to real time reports for their own queues. You could achieve this via Tag based access control - https://docs.aws.amazon.com/connect/latest/adminguide/tag-based-access-control.html
2. Create a report on real time metrics, including the stats that you want your agents to see and publish the report - https://docs.aws.amazon.com/connect/latest/adminguide/publish-reports.html
3. Onboard the report link as a third party application - https://docs.aws.amazon.com/connect/latest/adminguide/3p-apps.html

Agents would see the real time report as a tab in their workspace

Hope it helps.

In shameless self-promotion I wrote a blog post that describes creating a serverless wallboard for Amazon Connect: https://aws.amazon.com/blogs/contact-center/building-a-serverless-contact-center-wallboard-for-amazon-connect/

You can use this to create any dashboard that you like including the metrics described in the question.