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Monitoring the Program Dashboard

The Program Dashboard page shows program-wide adherence and conformance for a chosen date range.

Before You Begin

  • An Amazon Connect instance must be selected in the Instance selector
  • Agents must have scheduled activities for the selected range — adherence and conformance are only measured against schedules
  • Conformance tiles and columns show as unavailable until conformance data exists for the range

Limits and Constraints

  • The adherence and conformance target (92%) and the status thresholds (On Target ≥ 92% · At Risk 80–92% · Below Target < 80%) are fixed and cannot be configured in the UI
  • Group Performance rolls up by one Group by dimension at a time
  • Schedule Conformance tiles and columns show as unavailable until conformance data exists for the range
  • Date ranges are bounded by the 90-day history retention

Step-by-Step Instructions

Reading the Page

  • KPI tiles — Total Agents Active, Scheduled Adherence (with the count of agents in adherence), Schedule Conformance, and Agents Off Schedule, with status badges such as Below Target and Needs Attention.
  • Trends — Schedule Adherence Trend and Schedule Conformance Trend charts, each plotted against the target line (Target 92%).
  • Group Performance — A table grouped by the Group by dimension (LOB, Team (hierarchy), Region, Team (tag), or Routing Profile) with columns Group Name, Agents, Adherence %, In Adherence, Conformance %, In Conformance (agent-days), and Status. Status thresholds: On Target ≥ 92% · At Risk 80–92% · Below Target < 80%. Each row's Actions menu offers View in Forecast, Capacity, and Scheduling and View agents.
  • Filters — + Filter, Date Range (Today, 7d, 30d, Custom), and a Timezone dropdown.

Choosing a Date Range

  1. In the Filters panel under Date Range, click Today, 7d, or 30d.
  2. For a custom range, click Custom and pick the start and end dates.
  3. (Optional) Choose a timezone in the Timezone dropdown.

Filtering the Program

Click + Filter in the Filters panel to narrow the dashboard to specific groups. KPI tiles, trend charts, and the Group Performance table all reflect the active filters.

Grouping the Performance Table

  1. In the Group Performance section, open the Group by dropdown.
  2. Choose LOB, Team (hierarchy), Region, Team (tag), or Routing Profile.
  3. Read each row against the status thresholds: On Target ≥ 92% · At Risk 80–92% · Below Target < 80%.