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Data Analytics Package for Amazon Connect

Data Analytics Package for Amazon Connect

VoiceFoundry’s Data Analytics Package for Amazon Connect is a robust reporting and business intelligence tool that provides insight into the performance of your contact center through a data visualization dashboard with a wide range of visualizations. Built on AWS with an easy-to-use interface, the Data Analytics Package enhances reports provided by Amazon Connect, allowing you to focus on data points and metrics relevant to your business.

View dashboards with data on overall contact center performance, agent performance, agent status, contact ID search, and post-call surveys for deeper, richer insight to improve customer experience, reduce the feedback cycle, gain deeper insights, and support agent growth.

Features

By providing enhanced visibility into contact center metrics, VoiceFoundry’s Data Analytics Package can reduce the feedback cycle to ensure business improvement projects are working, agent growth is supported, key performers are celebrated, and CX improvement areas are addressed.

Robust Data Visualization

Dashboards provide metrics on overall contact center performance, agent performance, agent status, Contact ID search, post-call surveys, and more.

Contact Center Performance Dashboard

Gain insight into containment metrics, channel distribution, queue distribution, calls by routing profile, queue duration, wait time, and more.

Agent Performance Dashboard

View individual agent metrics, or multiple agents’ metrics simultaneously, by agent username, routing profile or agent hierarchy.

Post-Call Survey Dashboard

View post-call survey metrics, including average score and distribution of scores, by agent, routing profile, and more.

Contact ID Search Dashboard

  • Access individual customer interaction and experience data.
  • View which call flows customers interacted with, which prompts they received, missed utterances, intents fulfilled by bot, error messages, and agent associated with the call.

Key features

  • Data visualization dashboard with a wide range of visualizations
  • Overall contact center performance dashboard
  • Agent performance dashboard
  • Post-Call Survey Dashboard
  • Contact ID Search Dashboard
  • Agent status dashboard
  • Amazon Lex performance dashboard
  • AWS Lambda performance dashboard
  • Amazon Connect performance dashboard
  • Easy-to-use interface
  • Time period filter

Data Analytics

Drive business decisions with clear, comprehensive data.

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