Amazon Connect analytics and reporting for your entire contact center

The quote, “Not everything that matters can be measured, and not everything that can be measured matters,” highlights the challenge of selecting appropriate metrics and reports to gauge your success. This is especially true for contact centers. Success in contact centers requires analyzing standard metrics like average hold time (AHT) or abandonment rate and customizing metrics for specialized objectives, like customer lifetime value (CLV). Your contact center solution needs to track both conventional and tailored measurements that align with your unique business goals.

Amazon Connect takes a proactive and flexible approach to contact center reporting across personas like supervisors, contact center managers, and operations managers. For each persona, Amazon Connect provides a combination of real-time and historical data to help drive different levels of insights. Some of our newest innovations, like Amazon Connect analytics data lake, also helps derive custom insights where standard reports are not enough, so you can measure what is most important.

Here are a few reports that can be used by various members of your contact center team.

Supervisor

Supervisors are the team leader responsible for monitoring and managing the performance of a group of agents, ensuring adherence to service level agreements, and providing coaching and guidance. Supervisors need reporting to effectively manage their teams. Amazon Connect provides supervisors with dashboards displaying service levels, queue lengths, agent status, and more. This allows them to quickly identify and resolve potential issues. Additionally, supervisors have access to agent performance reports, queue reports, and contact quality reports for monitoring and analyzing agent-customer interactions. These insights enable coaching, compliance checks, and continuous improvement.
Supervisors can see real-time and historical reports in the administrator guide. Some examples include:

• Queue Performance Dashboard
• Agent Activity Report

Queue performance dashboard

Contact center manager

Contact center managers are the strategic leader overseeing the entire contact center, including staffing, resource allocation, process optimization, and driving customer experience initiatives. For contact center managers, Amazon Connect offers a comprehensive suite of historical reports and customizable dashboards. These include data on service levels, handle times, abandonment rates, and other key metrics across different channels (like voice, chat, or tasks). Managers can slice and dice the data based on various attributes like call reasons, languages, or locations. This level of granular analysis supports data-driven decision-making and long-term strategic planning for organizations of all sizes.

Contact center managers also heavily rely on effective scheduling and forecasting within Amazon Connect. The native workforce management capabilities of Amazon Connect include advanced forecasting, which analyzes historical contact data, seasonal patterns, and other factors help accurately predict future demand. This enables optimized staff scheduling that aligns staffing levels with projected contact volumes. Additionally, Amazon Connect provides real-time adherence monitoring, displaying agents’ current adherence to their scheduled activities or auxiliary states like breaks or training. Managers and supervisors can leverage this real-time adherence data, along with intraday monitoring tools, to make staffing adjustments as needed, ensuring team members follow schedules and maintain operational efficiency.

Contact center managers can see performance reports and dashboards in the administration guide. Some examples include:

• Historical Metrics reports 
• Real-time metrics reports 
• Inspect a forecast 
• Schedule adherence
• Conversational Analytics Dashboard

Amazon Connect Contact Lens performance dashboard

Contact center operations

Contact center operations are the behind-the-scenes personnel ensuring the smooth functioning of the contact center’s technical infrastructure, systems, and processes, enabling seamless customer interactions and agent productivity. At the operational level, Amazon Connect provides advanced analytics capabilities like flow performance to measure the effectiveness of customer routing.

Amazon Connect recently announced the general availability of analytics data lake, a single source for contact center data like contact records, agent performance, Contact Lens insights, and more. Contact center operations can create their own custom reports using Amazon Connect data or combine queried data from 3rd party sources using zero-ETL. With the Amazon Connect data lake, historical contact center data is ready to query, eliminating the need to build and maintain complex data pipelines.

With access to Amazon Connect and 3rd party data, customers can create specialized metrics like customer lifetime value (CLV). Organizations can also use data from the data lake to inform new contact center optimizations when used with machine learning (ML) or artificial intelligence (AI) models. For example, a trend of short agent interactions could highlight an opportunity for self-service. The Amazon Connect data lake supports business intelligence (BI) tools like Amazon QuickSight and other third-party 3rd party applications for personalized reports and dashboards. This empowers operations managers to monitor vital customer experience metrics through the data visualization tools of their choice.

You can access the unified contact center data in the Amazon Connect data lake through querying engines like Amazon Athena. You can get started using the Amazon Connect administrator guide.

Amazon Connect analytics data lake example report in Amazon QuickSight

In summary, the reporting and analytics offerings in Amazon Connect cater to the diverse needs of various personas in the contact centers. From supervisors to managers and operations teams, Amazon Connect provides the insights and tools necessary to drive performance, optimize operations, and deliver exceptional customer experiences.

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Ready to transform your customer service experience with Amazon Connect? Contact us.