Chapter 11: Implementing Call Analytics

Connect comes with built-in analytics capabilities. You can watch your call center in real time, allowing you to see how many callers are in the queue and how many agents are active. You also can view historical metrics, giving you an insight into how your call center was operating in the past.

Unfortunately, the reports that are available in the default system are a bit clumsy, and you can't customize them to your needs. You can change some of the parameters. However, for the most part, you are limited. Thankfully, Amazon has released a solution that enhances the capability of the reporting for Connect. The solution is similar in deployment to the voicemail solution.

In this chapter, we will walk through the deployment of the reporting solution and connect it to your Amazon Connect instance. We will also cover how to customize the reporting to meet your needs in the QuickSight tool. In this chapter, we will cover the following topics...