Abandon Rate and Service Level Checker

Checks Abandon Rate and Service Level with a compact popup and a customizable full Summary metrics window for Amazon Connect.

Abandon Rate and Service Level Checker is a productivity extension designed to help workforce management and real-time monitoring teams quickly view important queue performance metrics from supported Amazon Connect Real-time Metrics pages. What's New in Version 2.8 Version 2.8 expands the Abandon Rate and Service Level Checker with additional real-time monitoring and customization features. Updates include: Added additional Amazon Connect Summary metrics, including Online, NPT, ACW, Available, Availability, In Queue, Oldest, and Last Update. Added automatic highlighting when In Queue is greater than 0 for easier real-time monitoring. Added a Show/Hide Columns feature to customize which metrics are visible without affecting calculations or source data. Added clear blue checked and grey unchecked indicators to the column selector. Added a Full Window option for viewing detailed metrics in a separate resizable window. Added adjustable column widths and horizontal scrolling for easier viewing of larger metric sets. Retained a compact popup view for quick monitoring of Abandon Rate and Service Level metrics. Continued support for multiple queue panels on the same Amazon Connect Real-time Metrics page. Maintained automatic metric refresh and Abandon Rate calculations. This update focuses on improving visibility, customization, and real-time queue monitoring while preserving the extension's existing calculation functionality. *********************************************************************** The extension reads the Summary metrics displayed on the currently active Real-time Metrics page and presents them in a clean, easy-to-read popup. Abandon Rate Calculation The extension automatically calculates the Abandon Rate for each detected queue panel using the following formula: Abandon Rate = Abandoned ÷ (Handled In + Callback Contacts Handled + Abandoned) × 100 This eliminates the need to manually calculate the Abandon Rate while monitoring queue performance. Service Level Monitoring The extension also displays the current Service Level target and Running Service Level shown on the Amazon Connect Real-time Metrics page. Service Level targets are detected dynamically, allowing the extension to recognize different configurations such as SL 20 secs, SL 60 secs, SL 240 secs, and other displayed SL targets. Multiple Queue Panel Support When multiple queue panels are displayed on the same Amazon Connect page, the extension detects each panel separately and displays its corresponding Summary metrics. Information displayed includes: Queue panel name Abandoned contacts Handled In contacts Callback contacts handled Calculated Abandon Rate Service Level (SL) target Running Service Level Automatic Refresh The extension automatically refreshes the displayed metrics every few seconds to help keep the information synchronized with updates shown on the Amazon Connect Real-time Metrics page. A manual Refresh option is also available. Privacy The extension processes the information necessary to provide its queue monitoring and calculation functionality within the user's browser. It does not sell user data or use the information for advertising. Purpose Abandon Rate and Service Level Checker simplifies real-time queue monitoring by bringing Abandon Rate calculations and Service Level information together in one convenient view. It is designed to reduce manual calculations and make important queue metrics easier to monitor. Developed by Patrick Alvendia