Summary
This chapter helped you understand how CTR records are output from the Connect instance and how, using various AWS services, these records can be processed and made consumable by QuickSight.
We started by modifying CloudFormation to meet our specific requirements before we deployed the solution. We also improved the security stance as a byproduct. From there, we granted access to S3 and, finally, created a visualization to test the overall solution.
Our call center is starting to take shape at this point. We have a lot of functionality, such as the analytics we deployed in this chapter, available to us that we wouldn't have if we were using a conventional on-premises hardware solution. In the next chapter, we want to build further upon our implementation with the advanced capabilities for sentiment analysis offered by Contact Lens.
