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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 Adherence status thresholds (On Target ≥ 92% · At Risk 80–92% · Below Target < 80%) cannot be changed in the UI; the instance's configured thresholds are shown read-only on the Workforce Management Settings page
  • 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
  • Schedule Conformance is uncapped — it can read above 100% when an agent works beyond their scheduled time, and the Schedule Conformance Trend axis extends past 100% instead of clipping those days
  • 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. The Total Agents Active, Scheduled Adherence and Schedule Conformance labels carry an information icon that opens the metric's definition, a How it's calculated list, and its data Source.
  • Trends — Schedule Adherence Trend and Schedule Conformance Trend charts, each plotted against the target line (Target 92%). The axis runs 0–100% and extends higher when a series reads above 100%, so a day worked beyond schedule is not clipped at the top.
  • 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%. A group with no measured agent-days shows — for its percentages and Not measured in Status instead of failing the target. A final All groups row totals the agents and recomputes adherence and conformance from the summed counts, rather than averaging the groups' percentages. Each row's Actions menu offers View in Forecast, Capacity, and Scheduling and View agents. The Adherence %, Conformance % and status column headings carry an information icon that opens the metric's definition.
  • Filters — + Filter, Date Range (Today, 7d, 30d, Custom), and a Timezone dropdown. The dashboard opens in the instance's time zone, and the time zone and filters you last used are remembered for your next visit.

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. Every dimension the instance reports is offered, including one that currently has no values — that dimension opens to No values rather than being hidden. KPI tiles, trend charts, and the Group Performance table all reflect the active filters.

A selection whose agents all score zero is still a scored population: the dashboard renders, with zeroes. No adherence data for this selection yet. Widen the date range or clear the filters. appears only when nothing in the selection was scored at all.

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 Adherence status thresholds: On Target ≥ 92% · At Risk 80–92% · Below Target < 80%.
  4. (Optional) In a row's Actions menu, click View agents to list the group's agents, then click an agent to open their Agent 360 profile.

Where an agent's profile cannot be opened, the panel says why rather than doing nothing — This agent has no identifier yet, so their profile cannot be opened. Try refreshing the page. or The Connect instance is still loading. Try again in a moment.

Exporting the Program Dashboard

In the page header, click Export CSV to download the Group Performance table, one row per group in the table's order, or click Export PDF to download the dashboard as a PDF. See Exporting Workforce Management Data.