Drag-and-Drop Control

Rebalance Your Workforce in Seconds

Visual queue management with drag-and-drop agent assignment, skills-based matching, and configuration snapshots for instant rollback.

See Queue Management Demo
Queue management list of queues with skills, total queued, callbacks, and average handle time
Expanded queue view with agents, routing profiles, skills, and live queue metrics

Skills-Based Routing Made Visual

Define skills, assign proficiency levels, and match agents to queues based on capabilities—all without touching the admin console.

Spanish
Native fluency
Technical
Intermediate
VIP
Certified
Assign Skills dialog with three-star proficiency

Visual Queue Overview

Single screen showing all queues, associated agents, and routing profiles. Real-time metrics per queue let you filter and observe before taking action.

  • Single screen showing all queues, associated agents, routing profiles
  • Real-time metrics per queue
  • Filter and observe before taking action
  • Queue-level performance at a glance
Expanded queue view with agents, routing profiles, skills, and live queue metrics

Drag-and-Drop Assignment

Select agents and drag to different queues. Copy (creates new routing profile) or Move (updates existing)—no need to navigate Amazon Connect admin console.

  • Select agents and drag to different queues
  • Copy (creates new routing profile) or Move (updates existing)
  • No need to navigate Amazon Connect admin console
  • Instant visual feedback

Skills-Based Matching

Define skills as arbitrary tags and assign to both agents and queues. 3-star proficiency levels let you filter candidate agents by capability.

  • Define skills as arbitrary tags
  • Assign skills to both agents and queues
  • 3-star proficiency levels
  • Skills used as filters for candidate agents

Configuration Snapshots

Save versions of your current configuration and rollback to previous states instantly. View change history within ConnectPath.

  • Save versions of current configuration
  • Rollback to previous states instantly
  • View change history within ConnectPath
  • Audit trail for compliance
Save version dialog for a queue configuration snapshot

Self-Service Routing Profile

Enable agents and supervisors to change their own routing profile. No admin intervention required.

  • Enable agents/supervisors to change their own routing profile
  • No admin intervention required
  • Permission-controlled access
  • Reduces IT tickets

Related Supervisor Tools

Real-Time Monitoring

Team Collaboration

Silent Monitor & Whisper Coach

See Queue Management in Action

Request a demo to see how ConnectPath makes workforce rebalancing effortless.

Request a Demo