What is the new feature of Serverworks?

The new feature added to the Cloud Contact Center Package is the 'Queue List Agent List Dashboard' which visualizes the agent's working status and call order in real time.

What are the main features of the dashboard?

The main features include real-time display of team status, detailed response status and call order visualization for each queue, and flexible window splitting that does not hinder work efficiency.

Why was this feature provided?

This feature was provided due to requests from the contact center field for more detailed status information that standard features alone could not provide.

What is the relationship between Serverworks and Eclekt?

Both companies jointly provide the 'Cloud Contact Center Package', a service that assists in building contact centers by combining Amazon Connect Customer and Zendesk.

Serverworks adds 'Queue List/Agent List Dashboard' feature to Amazon Connect and Zendesk integration package

Q: Which tools does this new feature support?

It supports contact centers using Amazon Connect Customer and Zendesk.

Published May 21, 2026 8:30 PM ・ Updated Jun 14, 2026 7:37 AM ・ 3 min read ・ Source: PR TIMES

Serverworks has launched a new feature for its cloud contact center package that visualizes agent activity status in real-time.

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.

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Source: PR TIMES
Category: New Product
Products / services: Amazon Connect Customer / Zendesk

Serverworks adds 'Queue List/Agent List Dashboard' feature to Amazon Connect and Zendesk integration package

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