As call center managers we want to report on the following in chart format and be able to switch to table formats as well.
Call center managers need to be able to add any of these small widgets to their dashboard so they can pick and choose what they want to see and when. Call center managers should be able to save their views as well. This way, if they create a custom dashboard, they can visit it anytime they want.
All the data we want is already there and is presented by Amazon Connect in Amazon Connect’s own reports as well. Their reports are tabular and a bit harder to understand/digest. Our call center teams seek visual reports and simplicity – hence this initiative.
Amazon Connect Wallboard (real time)
The most important thing for call center managers is a wallboard – both on mobile and desktop.
The wallboard shows us a snapshot of how our call center is performing.
Incoming number widget
The business has multiple phone numbers that patients call. This shows the calls received per such phone number. E.g. The agents have their own phone numbers (DIDs), plus the business has additional numbers for each location.
Agent Status widget
This shows the status of agents in real time. This is a pie chart with the following data: Incoming, On contact, ACW (after call work), Missed.
Queue Status widget
This shows the status of all our queues in real time. There are multiple queues and we will know on which queues how many agents are Online, how many are On contact (talking to callers), how many agents are in NPT (non productive state), how many agents are in ACW(after call work), how many queues have errors, how many queues are Available and how many queues are Staffed.
Contacts On Hold / In Queue widget
This shows the status of callers (contacts) that are in queue in real time. These contacts could be in any queue. This is a bar chart with Queue name, contacts in queue.
Queued callbacks widget
This tells us all the callbacks across queues that are waiting for an agent to be freed up.
Calls handled widget
This tells us all the top agents (maybe 5?) that have handled the maximum number of calls today.
Oldest contact widget
This tells us the contact that has been in the queue for the longest time (in real time). This also compares this against the longest a caller had to wait today.
Calls Received, Answered and Abandoned widget
This tells us the total calls received so far, answered so far and abandoned so far today
Calls AHT (average handling time) widget
This tells us the average handling time across all agents for today’s calls. This widget also shows us the longest call and the shortest call time.
SLA today widget
This is a pie chart that breaks down the service levels (SL) into SL 60 secs, SL 15 secs, SL 20 secs, SL 25 secs, SL 30 secs, SL 45 secs, SL 90 secs, SL 120 secs, SL 180 secs, SL 240 secs, SL 300 secs, SL 600 secs.
Call Types Widgets
This tells us the kind of calls we have gotten / made all day. E.g. How many billing related calls, how many pharmacy related calls, how many appointment related calls etc. For each call type, it tells us the received / made (inbound vs outbound), answered / connected to (inbound vs outbound).
This is driven by the Contact Lens rules set up. Automatically categorize contacts based on uttered keywords and phrases – Amazon Connect
Call Issue Widget
This is driven by using About issue/call driver detection in Contact Lens – Amazon Connect. This shows us the issues that callers are calling about (grouped issues).
Call volumes widget
This tells us (until now) how many calls we received per 15, 30, 60 mins for inbound calls. This tells us the same for outbound calls as well.
Call sentiment widget
This tells us (until now) the average sentiment score for all calls. This tells us the same for outbound calls as well. The widget shows average and highest, lowest scores. This uses Contact Lens entirely (eg even About loudness scores in Contact Lens – Amazon Connect )
Amazon Connect Historical Reporting
This can be plotted for a maximum of 1 year at a time (choosing custom timeframe) and can be compared against the same time length for the “previous period” (as in Google analytics)
Agent Daily Summary Widget
It shows the agent state, state duration, calls answered, TOTAL talk time, average talk time, total work time, average work time per hour, outbound calls and average outbound talk time. Outbound calls are the calls made by the agent manually to internal and external numbers. Internal numbers (later on) will be to Amazon Chime numbers.
Agent & Team Daily Performance Comparison Widget
This will compare ANY agent that you choose from a dropdown and compare against the average numbers of all the agents for the day.
Day break down widget
- After contact work time
- Agent on contact time
- Agent idle time
- Online time
- Nonproductive time
- Average queue abandon time
- Average after contact work time
- Average queue answer time
- Average handle time
- Average customer hold time
- Average agent interaction and customer hold time
- Average agent interaction time
- Agent answer rate
Contacts breakdown widget
Contacts handled
- Incoming
- Outbound
- Callback
- Missed
- Average Handle time
Contacts abandoned
- Total
- Abandoned in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Contacts agent hung up first
Contacts put on hold, Customer hold time
Contacts hold disconnect
- Contacts hold agent disconnect
- Contacts hold customer disconnect
Contacts answered
- Total
- Answered in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Contacts queued
- Total
- Maximum queued time
Contacts transferred
- In, In from queue
- Out, out external, out internal, out from queue
Service level
- Avg
- SL in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Online time
Agent interaction and hold time
Call sentiment
Call non-talk time
Call Issues handled
This is driven by using About issue/call driver detection in Contact Lens – Amazon Connect. This shows us the issues that callers are calling about (grouped issues).
Agent & Team Performance Comparison Widget
This shows the performance of the whole team and allows you to break it down per team. Team definition depends on the team leader (combination of agents). It allows you to break it down per routing profile.
Daily break down widget
- After contact work time
- Agent on contact time
- Agent idle time
- Online time
- Nonproductive time
- Average queue abandon time
- Average after contact work time
- Average queue answer time
- Average handle time
- Average customer hold time
- Average agent interaction and customer hold time
- Average agent interaction time
- Agent answer rate
Contacts breakdown widget
Contacts handled
- Incoming
- Outbound
- Callback
- Missed
- Average Handle time
Contacts abandoned
- Total
- Abandoned in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Contacts agent hung up first
Contacts put on hold, Customer hold time
Contacts hold disconnect
- Contacts hold agent disconnect
- Contacts hold customer disconnect
Contacts answered
- Total
- Answered in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Contacts queued
- Total
- Maximum queued time
Contacts transferred
- In, In from queue
- Out, out external, out internal, out from queue
Service level
- Avg
- SL in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds
Online time
Agent interaction and hold time
Call sentiment
Call non-talk time
Call Issues handled
This is driven by using About issue/call driver detection in Contact Lens – Amazon Connect. This shows us the issues that callers are calling about (grouped issues).
Agent Login/Logout reports widget
It includes all the login time during the day even though the agent has logged out and logged back in several times. This is already a report in Amazon Connect.
Average FTEs Hourly Widget
Average number of FTEs based on the login time of the selected agents on each hour. This is a weighted average using total FTEs logged in at each hour
Overall Daily Agent Efficiency Widget
Percentage of the time selected agents spent efficiently during their logged in time. Efficiency is based on the criteria configured by the team leaders and assigned to each team. Efficiency might be defined by a team leader as NPT (non productive time) being below 10%.
Calls Answered Heat Map Widget
Heatmaps are used to analyze the indicators for the quarter and YTD period for each hour in the days of the week. The threshold bands might be 60%-80% and this would be defined by the team leader. Below 60% shows in red and 60-80% shows in orange.
There are two levels of this report
- Team level
- Individual agent level compared against the team level
Resolution on first call analysis widget
Customers or patients call the call center multiple times a day if their initial query is not resolved. There might be valid reasons why the customer has to call back multiple times a day. If the team leader defines the max callback threshold to be 2 and if the customer calls back more than twice a day, then this is a red flag as the call is not resolved on first contact. This is shown as a bar chart per hour.
SPAM calls widget
Calls that are marked as spam and dropped are shown as a widget per hour/day/month.
Year on Year Performance Analysis widgets
All the widgets can be compared on a separate web page as a YoY basis. The call center manager can choose any number of widgets and comparison periods to do a YoY Analysis
Amazon Connect reporting architecture
Contact Trace Record (CTR) streaming architecture
AWS Cloud Amazon Connect → Amazon Kinesis CTR → Amazon Kinesis Data Firehose CTR → Amazon S3 bucket CTR
Data model: Contact trace records (CTR) data model – Amazon Connect
Records delayed by ~120 seconds
Agent events streaming architecture
AWS Cloud Amazon Connect → Amazon Kinesis AE → Amazon Kinesis Data Firehose AE → Amazon S3 bucket AE
Records delayed by ~60 seconds
Data model: Amazon Connect agent event streams – Amazon Connect
Contact flow logs CFL streaming architecture
AWS Cloud Amazon Connect → Amazon Cloudwatch CFL → Amazon Lambda CFL → Amazon Kinesis Data Firehouse CFL→ Amazon S3 bucket CFL
More info Enable contact flow logs – Amazon Connect
Overall Architecture To Query And Visualize Connect Data
Amazon Quicksight connects with Amazon Athena. Amazon Athena has out of the box connectivity with AWS Glue. AWD Glue allows you to create CTR, AE and CFL tables very easily. AWS Glue is connected out of the box with Amazon S3 bucket CTR/AE/CFL.
When you use our product, these AWS products will be automatically configured within your own account (not our account).
