Reviewing Team Scorecards¶

The Team Scorecard page shows scheduled vs. actual adherence for all agents on a single timeline, one ribbon row per agent.

Before You Begin¶

An Amazon Connect instance must be selected in the Instance selector
An adherence percentage appears only where there are scored minutes to report; other rows show a reason instead (see Rows With No Adherence Figure)

Limits and Constraints¶

Ribbon rows include agents with nothing scheduled on the selected day; those rows report a reason in place of a percentage.
Schedule data refreshes from Connect FCS roughly every 15 minutes, so a just-published shift change may lag; check the stream-health indicator for freshness
The ±5m grace tolerance is fixed and cannot be changed in the UI
Gaps in the event stream render as No data (gap) rather than as adherence verdicts
Historical days are limited by the 90-day event-history retention
A failed refresh does not clear the scorecard — the last successful load stays on screen behind a Refresh failed banner until the next reload succeeds

Step-by-Step Instructions¶

Reading the Team Scorecard Page¶

Team KPIs across the top:

Team Adherence Today — The team-wide adherence percentage for the selected day (labeled Team Adherence for Range when viewing a past day). The label carries an information icon that opens the metric's definition, a How it's calculated list, and its data Source.
On Schedule Now — How many agents are currently on schedule, as a fraction (for example 7 / 12). The label carries an information icon that opens the metric's definition.
Out of Adherence — Number of agents currently out of adherence
Time Off — Number of agents on time off
Events Today — Count of adherence events for the day (labeled Events for Range when viewing a past day)

Stream health — Above the KPIs, a stream health indicator reports how fresh the underlying data is along with how many agents are reporting recently and how many have intervals in the selected range. The header also shows a freshness label — Live, Stream stale, or Historical — with Updated n ago · ±5m grace. A banner appears when the stream is minutes or hours behind. A range with no agent events at all is not flagged on the page: off-hours and unstaffed windows are routinely empty, which says nothing about the health of the pipeline.

Refresh failures — A live range reloads about every 15 seconds. If a reload fails while data is already on screen, the page keeps the last successful load and shows a banner reading Refresh failed — showing the last loaded data. Retrying automatically. with the underlying error in brackets; the next successful reload clears it. Only a failure on the very first load replaces the page with an error. Switching the Amazon Connect instance clears the scorecard first, so a failure for the newly selected instance is never shown as a stale refresh of the previous one.

The ribbon — Each agent row stacks three tracks, top to bottom: Adherence/min, Scheduled, and Actual. The time axis runs across the day (12A–11P) with a NOW marker at the current time. Each row ends with the agent's Today Adh percentage (Range Adh when viewing a past day) — or a reason when there is no percentage to show, see Rows With No Adherence Figure — and, where present, an event count. The row header shows the agent's current status and time in status.

The legend defines the ribbon colors: Productive, Offline, Non-Productive, Not scheduled / Time Off, No data (gap), and Out of adherence / min.

Choosing the Day and Zoom Level¶

In the Filters panel under Range, click Today to view the current day, or click Pick a day and select a date from the calendar. Use the previous/next day arrows to step through days.
In the Filters panel's zoom dropdown, choose Full range, 1 hour, 2 hours, 4 hours, 8 hours, or Custom (drag).

Filtering the Ribbon¶

In the Filters panel, use the Show chips to limit which rows appear: All, Scheduled, Out of adh., or Time off.
In the Filters panel, click + Filter under Group Filters and choose a dimension (for example LOB, Team (hierarchy), Region, Team (tag), or Routing Profile). Values show how many agents match them when the instance reports counts (for example L1_KY (13)), and a dimension the instance reports no values for opens to No values. Selected values appear as chips below + Filter, each with an ✕ remove button; Clear Filters at the top of the panel clears them all.
In the search box, type an agent name to find a specific row.

Changing View Options¶

In the Filters panel's Sort dropdown, choose Lowest adherence first, Highest adherence first, Name, or Most events. In both adherence sorts, rows with no adherence figure are listed last, so they do not crowd out the agents who need attention.
In the Filters panel's Timezone dropdown, choose Pacific (PT), Mountain (MT), Central (CT), Eastern (ET), or UTC. The time axis displays in the selected timezone.

Note

The ribbon header shows the grace tolerance applied to adherence: ±5m grace.

Rows With No Adherence Figure¶

Where there are no scored minutes for an agent, the end of the row reads a reason instead of a percentage. Hover the label for the explanation.

Label	What it means
Not scheduled	Nothing scheduled in this range, so there is no adherence figure to report
Time off	The agent is on leave for the whole range, so there is no adherence figure to report
Not started	The shift has not started yet, so there is nothing to score against it
Not tracked	Every scheduled minute so far is on an activity Connect excludes from adherence, so there is no adherence figure yet

These labels replace a 0.0% reading, which used to make an agent with nothing to score look like an agent who missed their whole shift. The same rule applies on the Agent Scorecard timeline, so one agent-day reads the same on both pages.

Opening an Agent's Profile or Scorecard¶

Click an agent's name to open their Agent 360 profile. To open a scorecard, use the Search agent box on the Agent Scorecard page. See Viewing an Agent's Profile (Agent 360) and Reviewing Agent Scorecards.

Exporting the Team Scorecard¶

In the page header, click Export CSV to download one row per agent the ribbon lists, in its order, or click Export PDF to download the page as a PDF. See Exporting Workforce Management Data.

Viewing an Agent's Profile (Agent 360)¶

The Agent 360 page shows a single agent's profile, shift details, and time off for a chosen day. Open it by clicking an agent's name on Agent Status, Team Scorecard, or Time Off.

Reading the Page¶

Profile card — The agent's identity above a row of fields: Time zone, Staffing group, Forecast group, Shift profile, Rotation, Demand group (Demand groups when there is more than one), and Username. Each demand group is listed on its own line with how the agent came to be in it in brackets — (assigned directly) or (inherited from staffing group). A group whose origin the data does not report is listed on its own, without a clause. Rotation and the demand groups appear only when the agent has them.
Shift Information — Choose the day with Today or Pick a day, or step through days with the previous/next arrows. The chosen day is kept in the page address, so a link to the profile reopens on the same day.
Staff Shifts — The agent's shift for the day, with Start, End, Last Update, and Overtime.
Scheduled Shift Activities — One row per scheduled activity (for example Work, Break, Lunch) with Status (In Progress, Scheduled), Start, and End.
Actual Activities — The agent's recorded activity for the day, one row per stretch with Activity, Start, Duration, and an Adherence chip — Adherent (✓), Non-adherent (✗), or Unscheduled (no glyph). Shows No recorded activity for this day. when nothing has been recorded.
Now divider — On today, both activity tables show a Now row where the current time falls, so the day reads as done above and still to come below.
Activity summary — Above the tables, two panels summarize the day. Time by activity totals the day's actual activity per status as ranked bars, each with its duration and share of observed time (for example 2h 30m (31%)). Adherence stats lists Adherence, Conformance, Worked, and Scheduled, plus Out of adherence and Unscheduled when there is any. Unscheduled is time with nothing scheduled over it and is excluded from the adherence score, and Conformance can read over 100% when the agent worked more than was rostered. While the day is still running, both panel labels end in · intraday (for example Adherence stats · intraday) because they score only the part of the day that has happened; a finished day carries no marker.
Timeline — Three stacked tracks for the day, mirroring the Team Scorecard ribbon: an Adherence per minute band that marks only out-of-adherence stretches, in light blue, a Scheduled lane, and an Actual lane. Hovering a segment shows which track it belongs to, what it was, and its time range, and highlights the matching segment in the other lane. On today, a blue NOW rule marks the current time and the remainder of the Actual lane is dashed to show it has not happened yet. The axis is trimmed to the day's activity plus two hours either side rather than always spanning 12A–11P. Shows Nothing to visualize for this day. when both lanes are empty.
Time Off — PTO Balance as of the current date and Staff Time Off requests. The balance, hours used, and each request's Duration read in hours and minutes (for example 8h 30m), or — for a request whose hours Connect has not published; an overdrawn balance keeps its minus sign. A notice warns that time-off balance data may not reflect current accruals; verify in your HR system for payroll decisions.
Forecasted queues — Below the shift and time-off sections, a card listing the queues whose volume is forecast for the agent's forecast group, as chips, with the total in a badge beside the title. Where the agent's forecast group is known, the card names it under the title — From forecast group . A list longer than 12 shows the first 12 with a + N more queues control; click it to expand, then Show less to collapse. An agent whose forecast group has no aligned queues reads No queues aligned to this agent's forecast group. A Demand Groups card sits alongside it, and is hidden when the agent has none.

The queues on the Forecasted queues card belong to the agent's forecast group, not to the agent — every agent in that forecast group sees the same list. The card names the group so you can tell where the list came from.