Amazon Connect Cost-Optimized Dashboards and Automated Reporting

HWS Gruppe, an AWS Advanced Tier Partner with Amazon Connect Service Delivery, offers a fully managed solution to help organizations monitor, analyze, and optimize their contact center operations. Our solution combines live and historical dashboards, customized automated reporting, and advanced metrics tracking, enabling data-driven decision-making and improved customer experience.

With Grafana-powered dashboards, your contact center team gains real-time visibility as well as historical insights into key performance indicators. Our dashboards provide detailed analysis for:

Total calls handled across your contact center Inbound and outbound calls Average call durations Missed calls and service gaps Agent availability and utilization

Beyond monitoring, HWS Gruppe delivers automated daily, weekly, and monthly reporting, tailored to your user-defined metrics. Using native AWS services such as Amazon Connect, Amazon S3, AWS Lambda, Amazon CloudWatch, and Amazon QuickSight, we create scalable, fully managed reporting pipelines that:

Collect and process raw call and agent data automatically Apply transformations and metric calculations based on your business needs Generate custom reports delivered in your preferred format (CSV, PDF, dashboards) Enable trend analysis and performance benchmarking across periods

This approach allows organizations to eliminate manual reporting, reduce operational overhead, and focus on improving customer experience, agent productivity, and operational efficiency.

Key Features:

Live dashboards: real-time visibility into contact center activity Historical dashboards: trend analysis and performance tracking over time Detailed call analytics: total calls, inbound/outbound split, average call times, missed calls, agent availability Automated reporting: daily, weekly, and monthly schedules with user-defined metrics Customizable metrics: aligned with business objectives and KPIs Fully managed AWS integration: leveraging Amazon Connect, Lambda, S3, CloudWatch, and QuickSight Cost-optimized implementation: dashboards and reporting designed to minimize AWS spend without sacrificing insight

Outcome: Organizations gain a comprehensive, scalable, and fully managed contact center analytics platform. With real-time dashboards, historical trend analysis, and automated custom reporting, HWS Gruppe empowers IT and business leaders to make informed decisions, improve agent performance, reduce missed calls, and optimize overall contact center efficiency, all while keeping costs under control.