Category: HAQM Athena

Maintaining a comprehensive audit trail and centralized visibility into contact center operations is crucial for security, compliance, and operational best practices. In our previous blog post, “Investigate HAQM Connect API activity across your organization using AWS CloudTrail and HAQM Athena“, we explored how customers can leverage AWS CloudTrail and HAQM Athena to gain visibility and […]

Introduction Organizations often struggle to gain a complete view of their agents’ performance. This is due to the large volume of interactions and the various channels through which they communicate with customers. Additionally, filtering relevant data points for performance analysis can be a difficult task. Fortunately, Contact Lens for HAQM Connect offers agent performance evaluation […]

Following AWS’s best practices on multi-account strategy, customers launch and maintain their HAQM Connect instances across multiple accounts and Regions depending upon their products, groups, departments, etc. This allows individual business owners, developers, engineers etc. to make changes to their own independent HAQM Connect environments. In such a scenario, customers need a central mechanism to […]

Introduction HAQM Connect Cases allows your agents to track and manage customer issues that require multiple interactions, follow-up tasks, and teams in your contact center. As an organization, it becomes important to define performance metrics for resolving cases and identifying any bottlenecks. HAQM Connect supports Cases events streams which provide you with near real-time updates […]

Introduction Organizations want contact center reporting and analytic capabilities for agents’ activities. This enables them to manage agent staffing and optimizing the contact center work force operations. Contact center platforms with limited integration capability make it challenging to generate custom reports and perform advanced agent activity analytics. HAQM Connect agent event streams are HAQM Kinesis […]

Missed appointments result in thousands of dollars in lost revenue per year across industries. No shows waste precious time for subject matter experts waiting for customers. Some businesses manually remind their customers before the appointments; however, this is inefficient, not scalable, and costs productivity and money. An agentless outbound dialing campaign for appointment reminders is […]

Introduction To get the most advanced analytics benefits, organizations need a robust platform and a cost-effective solution to run a thriving contact center. This is achieved by building a data lake on HAQM Simple Storage Service (S3). HAQM Connect Data Lake Best Practices whitepaper lays out the various data sources within HAQM Connect, and steps […]

Note: This is the third blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Organization that offer web chat as a communication channel strive to get insights into their customers’ […]

Note: This is the second blog in the HAQM Connect reporting blog series. If you haven’t read “Analyze HAQM Connect Contact Trace Record with HAQM Athena and HAQM QuickSight–Part 1”, we strongly recommend you do before proceeding further. Introduction Many organizations want the capability to improve the efficiency of their contact center’s quality analysis process. […]

Join us for AWS Contact Center Day, a free virtual event where you’ll learn about the future of customer service, how machine learning can optimize customer and agent experiences—and more. Register now » Introduction Many organizations want the capability to perform analytics on the contact center data for an extended period and build custom reports for […]