📊 Real-Time Dashboard – User Guide

The Real-Time Dashboard shows live Amazon Connect metrics and agent status across all four regions, using a customizable grid of tiles. Supervisors and managers can build a personal or team wallboard without needing access to the Connect console or any BI tooling.

Tiles

A tile is a single widget on the dashboard grid — for example, a table of agent statuses or a live call volume chart. Each tile has its own type, size, and (for most types) its own set of selected queues, so different tiles can track different queues at the same time.

Dashboard Profiles

A dashboard profile is a named, saved layout — the full set of tiles, their queues, sizes, and thresholds. Profiles are created by admins and stored centrally, then assigned to Cognito groups so the right teams see the right dashboards. Your personal tile drag/resize adjustments are saved locally in your browser on top of the shared profile.

Regions

The Region dropdown switches which Amazon Connect instance the dashboard reads from: US East (Virginia), EU Central (Frankfurt), Asia Pacific (Tokyo), or Asia Pacific (Singapore). Queue lists and live metrics reload automatically when you change region.

Auto-Refresh

Choose how often the dashboard polls for new data — 5, 15, 30, or 60 seconds, or Manual to only refresh when you click the 🔄 button. Shorter intervals give more up-to-date data but generate more API calls, so pick the shortest interval that's actually useful for your use case (15–30 seconds is a good default for a wallboard).

Opening a Dashboard

1. 1 Log in to the GN Connect Tools Portal.
2. 2 Click the Real-Time Dashboard card on the homepage.
3. 3 Use the Dashboard dropdown to pick a saved profile assigned to you. If you don't have one yet, you'll see a message asking you to contact your administrator.
4. 4 Use the Region dropdown to switch Connect instances if your team spans more than one region.
5. 5 Set your preferred Auto-Refresh interval, or click 🔄 to refresh on demand.

The dashboard supports 8 tile types, each showing a different slice of Connect data:

Admins can add, edit, and remove tiles for a dashboard profile.

Adding a Tile

1. 1 Click ⚙️ Configure in the controls bar (admin-only).
2. 2 Pick a tile type from the dropdown and click + Add Tile.
3. 3 Click the new tile's own ⚙️ button to assign which queues it should track, and set any thresholds or targets specific to that tile type.
4. 4 Close the Configuration modal — the tile appears immediately on the grid.

Tile-Specific Settings

• Service Level — threshold in seconds and target % (controls gauge color).
• Queue Metrics — warning/critical thresholds for in-queue count, available agents, and longest wait.
• Wallboard — toggle which metric rows are shown and their thresholds.
• Queue Stat — choose which single metric to display and its color thresholds.

Timezone

The Settings section of the Configuration modal lets you set the timezone used for historical metrics (Call Statistics and Service Level are calculated for "today" in this timezone).

• Reorder: click and drag a tile onto another to swap their positions on the grid.
• Resize: drag the small handle in a tile's bottom-right corner to change its width and height.
• Reset: use Reset Tile Positions in the Configuration modal to restore the profile's original layout.

Only members of ConnectTools-Admin can save, overwrite, or delete dashboard profiles.

1. 1 Build the tile layout you want (add tiles, assign queues, set thresholds).
2. 2 Click 💾 Save As..., give the profile a name and optional description, then save. Saving over an existing name overwrites that profile.
3. 3 Go to User Management → Groups → Dashboard Access Groups and assign the new profile to the Cognito group(s) that should see it.
4. 4 Members of those groups will now see the profile in their Dashboard dropdown the next time they load the page.