Abandon Rate and Service Level Checker

Abandon Rate and Service Level Checker helps workforce management and real-time monitoring teams view queue performance and agent activity information from supported Amazon Connect Real-time Metrics pages. The extension reads the Summary metrics displayed on the active page and calculates Abandon Rate using the following formula: Abandon Rate = Abandoned ÷ (Handled In + Callback Contacts Handled + Abandoned) × 100 It also displays the current Service Level target, Running Service Level, queue status, and selected Agent Activity information in an organized popup and resizable Full Window. Multiple queue panels and Agent Activity panels are supported. Agents remain grouped under their detected Line of Business, and users can sort agent information, filter by activity or routing profile, and configure duration-based visual alerts. For paginated Agent Activity panels, the extension displays the currently loaded page immediately. Previous and Next controls allow users to navigate available pages for each panel. A complete multi-page scan runs only when the user selects Copy Agent Data, helping reduce normal loading time and resource usage. Copy Agent Data combines Agent Login, Activity, and Duration information from the available Agent Activity panels into an Excel-ready list. Additional features include customizable queue columns, adjustable panel sizes, highlighted queue conditions, Central Time timestamps, a visible warning when Amazon Connect data is paused, and live Abandon Rate and Running Service Level values in the browser-tab title. Queue and agent information is processed locally within the user’s browser. The extension does not send Amazon Connect queue or agent data to an external server operated by the developer. Developed by Patrick Alvendia Contact: palvendia08@gmail.com ****************************************************************************************** Version 3.53 improves Windows performance by preventing the tab-title scanner, compact popup, Full Window, pagination, and Copy Agent Data from running heavy Amazon Connect scans at the same time. It now reuses recent Queue data when available, reduces duplicate page scanning, pauses background title scans during larger operations, and delays nonessential validation until the browser is idle. These changes help reduce lag, freezing, and unresponsive Amazon Connect tabs while keeping the 5-second AR/SL tab-title refresh and 20-second extension refresh.