Amazon Connect | Metrics and Reporting Flashcards
What are the benefits of Routing profiles?
Metrics and Reporting
Amazon Connect | Customer Engagement
Routing profiles streamline operations and ensure that agents are treated equally. By assigning the same Routing profile to a group of agents, you can ensure they are all configured in the same way. Changes to a Routing profile affects all agents assigned to that Routing profile. This supports scalability and quick adaptation to real-world situations.
What type of metrics reporting does Amazon Connect support?
Metrics and Reporting
Amazon Connect | Customer Engagement
Amazon Connect offers three metrics experiences:
- Historical metrics reports: Generate reports to analyze how your contact center has performed over a specified period of time. You can generate granular or aggregated reports pivoted on queues, individual agents, and phone numbers.
- Real-time metrics reports: Gain insight into how your contact center is performing in real time. You can see reports pivoted on queues, agents, and routing profiles
- Contact search: View highly detailed individual contact reports with the option to find and play back call recordings.
Does Amazon Connect support a wide variety metrics?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, Amazon Connect supports nearly 100 individual metrics across the different report types. You can find a detailed list in the Amazon Connect documentation.
Can I save reports in Amazon Connect to be accessed later?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, Historical and Real-time metrics reports can be saved so you can load them later.
Can I share reports within my organization?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, reports can be published for all metrics users to access.
Can I export my metrics?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can export reports to the S3 bucket of your choice in comma separated value (CSV) format. This enables broad compatibility across other analytics and WFM tools.
Are my exported metrics encrypted?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes. Encryption is enabled by default for all saved reports using Amazon S3 server-side encryption with KMS. Disabling encryption is not recommended.
Can I schedule reports to run and be exported at specific times?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can schedule reports run hourly, daily, and monthly. The output will be stored in S3.
Can I stream my contact metrics in real-time so I can store and analyze them in a data warehouse I choose?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can stream Amazon Connect metrics using Amazon Kinesis Streams or Amazon Kinesis Firehose to any supported data repository. You can learn more about Amazon Kinesis here.
Can I create a dashboard to view the metrics I’ve defined?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can use the comprehensive dashboard to define and monitor the service levels and agent occupancy performance indicators that are most important to you. You can configure the dashboard so that the metrics you care about are always visible. You can configure your dashboard from the home page of your Amazon Connect contact center instance.
What is an Amazon Connect dashboard?
Metrics and Reporting
Amazon Connect | Customer Engagement
The Amazon Connect dashboard tracks real-time performance so that you can quickly monitor the overall health of your contact center. The dashboard provides visibility into important information, which helps you deliver a better customer support experience, and improve the utilization of your agents.
How do I configure my Amazon Connect dashboard?
Metrics and Reporting
Amazon Connect | Customer Engagement
Click the Configure dashboard button to see options for configuring your dashboard. You can change the time range of the dashboard, filter the list of queues, and select the Service Level (SL) metric you want to monitor. You can also fine-tune the performance indicator colors for service level and occupancy metrics.
Can I save my Amazon Connect dashboard?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can. Configure the dashboard to fit your needs, and click on the down arrow next to the Configure button. From the menu, select Save and name your dashboard. You can access saved dashboards from the Saved Reports page.
How do I hide the configuration guide so that I only see the dashboard?
Metrics and Reporting
Amazon Connect | Customer Engagement
To hide the configuration guide, click the Hide the guide link above the Configuration guide.
Is there a report to view when agents log in and log out of Amazon Connect?
Metrics and Reporting
Amazon Connect | Customer Engagement
Yes, you can now easily view the time stamps and duration for when agents log in and log out of Amazon Connect with the new Login/Logout report. To learn more about the Amazon Connect Login/Logout report, please see the User Guide.
