Source note · AI predictive and affinity routing in contact centers
Since 17 August 2026 Amazon Connect dashboards can filter agents by assigned proficiencies, group metrics by routing step and report contacts queued in a routing step.
Checked 2026-10-02
- Vendor
- Amazon Web Services
- Product
- Amazon Connect
- Subsystem
- dashboards
- Deployment
- multi-tenant
- Region
- aws commercial and govcloud (us-west) regions where offered
- Release range
- from 2026-08-17
- Checked
- 2026-10-02
Sources
- Amazon Connect Customer dashboards now support reporting on routing steps and agent proficiencies — Amazon Web Services · tier 2 current vendor documentation · announcement body
Cite this note
APA
WarmTransfer. (2026, October 2). AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-routing-step-reports. WarmTransfer. https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-routing-step-reports
BibTeX
@misc{warmtransfer-claim-predictive-routing-ai-connect-routing-step-reports,
title = {AI predictive and affinity routing in contact centers: source note predictive-routing-ai-connect-routing-step-reports},
author = {{WarmTransfer}},
year = {2026},
url = {https://warmtransfer.net/knowledge/claims/predictive-routing-ai-connect-routing-step-reports},
note = {Source note predictive-routing-ai-connect-routing-step-reports, checked 2026-10-02}
}