Amazon Connect CTR Analytics with Power BI

The solution is an AI-powered contact center analytics platform that integrates Amazon Connect with Microsoft Power BI to deliver real-time insights and reporting. It leverages AWS services such as Amazon Kinesis Data Streams, AWS Lambda, Amazon S3, AWS Glue, and Amazon Athena to build a scalable data pipeline that ingests Amazon Connect Contact Trace Records (CTR), transforms them into optimized formats, and enables efficient querying and analytics. The platform supports structured data modeling, including star schema design, and provides pre-built KPIs such as contact volumes, average handle time, service levels, and agent performance metrics.

Key features include real-time CTR data streaming, automated data transformation (JSON to Parquet), secure storage, and seamless connectivity to Power BI using ODBC. The solution enables advanced analytics through interactive dashboards, drill-down capabilities, and customizable reports, empowering business users with actionable insights. With scheduled refresh and performance-optimized queries, organizations can monitor operations, identify trends, and make data-driven decisions efficiently.

The benefits of this solution include improved visibility into contact center operations, enhanced agent productivity through performance tracking, and reduced operational overhead with automated data pipelines. Built on AWS, the platform ensures high scalability, security, and reliability while supporting modern analytics use cases. This offering is designed specifically for AWS services including Amazon Connect, Amazon S3, Amazon Athena, AWS Glue, AWS Lambda, and Amazon Kinesis, ensuring seamless integration within the AWS ecosystem and alignment with cloud-native best practices.