Amazon Connect | Metrics and Reporting Flashcards

1
Q

What are the benefits of Routing profiles?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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2
Q

What type of metrics reporting does Amazon Connect support?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Amazon Connect offers three metrics experiences:

  1. 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.
  2. 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
  3. Contact search: View highly detailed individual contact reports with the option to find and play back call recordings.
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3
Q

Does Amazon Connect support a wide variety metrics?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes, Amazon Connect supports nearly 100 individual metrics across the different report types. You can find a detailed list in the Amazon Connect documentation.

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4
Q

Can I save reports in Amazon Connect to be accessed later?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes, Historical and Real-time metrics reports can be saved so you can load them later.

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5
Q

Can I share reports within my organization?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes, reports can be published for all metrics users to access.

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6
Q

Can I export my metrics?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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7
Q

Are my exported metrics encrypted?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes. Encryption is enabled by default for all saved reports using Amazon S3 server-side encryption with KMS. Disabling encryption is not recommended.

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8
Q

Can I schedule reports to run and be exported at specific times?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes, you can schedule reports run hourly, daily, and monthly. The output will be stored in S3.

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9
Q

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

A

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.

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10
Q

Can I create a dashboard to view the metrics I’ve defined?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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11
Q

What is an Amazon Connect dashboard?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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12
Q

How do I configure my Amazon Connect dashboard?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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13
Q

Can I save my Amazon Connect dashboard?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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14
Q

How do I hide the configuration guide so that I only see the dashboard?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

To hide the configuration guide, click the Hide the guide link above the Configuration guide.

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15
Q

Is there a report to view when agents log in and log out of Amazon Connect?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

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.

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16
Q

How do I generate the Login/Logout report in Amazon Connect?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

To generate a Login/Logout report, open the Amazon Connect dashboard, select Metrics and Quality, and then choose Login/Logout report.

17
Q

How does agent event stream work?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

You can enable agent event stream to work in Amazon Connect under the Data streaming settings. After you configure your Amazon Kinesis stream, activities will publish every time an agent logs in, logs out, answers a call, or changes their status. To learn more please see Agent Event Streams.

18
Q

What does an agent event stream look like?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Each defined agent event is sent to the Amazon Connect agent event stream as a section in a JSON (JavaScript Object Notation) format document. The section for each event includes various fields about an agent and the event. To learn more please see Agent Event Streams.

19
Q

Is agent event stream different from my existing Amazon Kinesis stream for contact trace records?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Yes, the Amazon Connect agent event stream is a new, separate Kinesis stream.

20
Q

How much does it cost to use agent event streams?

Metrics and Reporting

Amazon Connect | Customer Engagement

A

Agent event streams do not incur additional Amazon Connect charges. You may incur charges for Amazon Kinesis usage. Please see Amazon Kinesis Pricing for more information.