Serverworks adds 'Queue List/Agent List Dashboard' feature to Amazon Connect and Zendesk integration package
Serverworks has launched a new feature for its cloud contact center package that visualizes agent activity status in real-time.
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- 📰 Published: May 21, 2026 at 20:30
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Serverworks, an AWS Premier Tier Services Partner, announced the launch of a new 'Queue List/Agent List Dashboard' feature for its cloud contact center package, jointly provided with Eclect. This feature enables real-time visualization of agent availability and incoming call sequences.
This function supports flexible operation management for contact centers using Amazon Connect Customer and Zendesk.
Background:
Previously, Serverworks proposed managing operation status using standard real-time metrics and dashboards in its cloud contact center package. However, contact center staff requested more detailed visibility that standard functions could not address.
To meet these on-site needs, the 'Queue List/Agent List Dashboard' was added. It aims to streamline operations by allowing operators to objectively grasp the surrounding environment and make informed decisions.
Key features of the dashboard:
- Real-time team status list: Quickly identify who is available and who has been waiting longest.
- Detailed queue and call sequence visualization: Easily identify the next available agent by visualizing statuses at each endpoint.
- Flexible window splitting: Display the dashboard separately from Zendesk, allowing monitoring without switching browser tabs.
Through this enhancement, the company aims to support operational efficiency post-deployment as well as system implementation.
This function supports flexible operation management for contact centers using Amazon Connect Customer and Zendesk.
Background:
Previously, Serverworks proposed managing operation status using standard real-time metrics and dashboards in its cloud contact center package. However, contact center staff requested more detailed visibility that standard functions could not address.
To meet these on-site needs, the 'Queue List/Agent List Dashboard' was added. It aims to streamline operations by allowing operators to objectively grasp the surrounding environment and make informed decisions.
Key features of the dashboard:
- Real-time team status list: Quickly identify who is available and who has been waiting longest.
- Detailed queue and call sequence visualization: Easily identify the next available agent by visualizing statuses at each endpoint.
- Flexible window splitting: Display the dashboard separately from Zendesk, allowing monitoring without switching browser tabs.
Through this enhancement, the company aims to support operational efficiency post-deployment as well as system implementation.
FAQ
サーバーワークスの新機能は何ですか？
クラウドコンタクトセンターパッケージに追加された「キューリスト・エージェントリストダッシュボード機能」で、エージェントの稼働状況や着信順序をリアルタイムに可視化します。
この新機能はどのツールを利用する環境に対応していますか？
Amazon Connect CustomerとZendeskを利用するコンタクトセンターに対応しています。
ダッシュボード機能の主な特徴は何ですか？
チーム稼働状況のリアルタイム表示、窓口（キュー）ごとの詳細な対応状況と着信順序の可視化、業務効率を妨げない自由なウィンドウ分割が特徴です。
なぜこの機能が提供されることになったのですか？
標準機能だけでは対応しきれない細かな状況把握について、コンタクトセンターの現場から要望が寄せられていたためです。
サーバーワークスとエクレクトはどのような関係ですか？
両社は共同で、Amazon Connect CustomerとZendeskを組み合わせたコンタクトセンター構築支援サービス「クラウドコンタクトセンターパッケージ」を提供しています。