Powerful insights with Amazon Connect Advanced Reporting

 

July 21, 2020

10:00 - 11:00 AM EST | 15:00 - 16:00 BST

The VoiceFoundry team will take you through an exciting one-hour course helping you gain the core concept knowledge for utilizing the powerful reporting features of Amazon Connect. Throughout this course, we will focus on the out-of-the-box reporting capabilities and the Advanced Reporting enhancements such as Real-time and Historical reporting for Amazon Connect. 

 

What is Advanced Reporting?

Amazon Connect has excellent reporting features out-of-the-box, but what if you wanted to expand the built-in reporting to derive even richer insights about agent performance, handle times or other efficiencies? Could integrating this data across the wider AWS Ecosystem help to pinpoint issues and enable proactive solutions faster? The Advanced Reporting solution leverages services such as Elasticsearch, Kibana, Amazon QuickSight and more to enhance reporting capabilities which ultimately create a more intelligent and holistic picture of your contact center performance. 

 

Speakers

This team of specialists have been working with hundreds of businesses to quickly drive changes in contact centers looking to leverage the power of Amazon Connect.

  • Dan Bloy, Practice Lead EMEA, VoiceFoundry
  • Asad Chagtai, Solutions Consultant, VoiceFoundry
 

Agenda

This one hour event is planned and takes place in a virtual course setting featuring lectures and demonstrations centered around the Amazon Connect Reporting capabilities.

  • 15:00-15:10 - Who is VoiceFoundry
  • 15:10-15:50 - Amazon Contact Reporting
    • Out-of-the-box Reporting
    • Advanced Reporting
      • Real-time (Elasticsearch & Kibana)
      • Historical (AWS Glue, Amazon Athena & Amazon QuickSight)
  • 15:50-16:00 - Q&A
 

Prerequisites

There are no prerequisites for this course.