Real time or Historical Report?

If you think about reporting there is a fine line that separates a “real time” display from a “historical” record.   It would also be wise to say “near real time” as even the mechanic of displaying data takes some small amount of time.   So then, where is the line that separates realtime from historical?   The answer for Dextr Flex, is the time stamp issued when the call is terminated.

Below we describe both the revised Activity Reporting and the recently released “historical reporting” with video presentations of both.

Dextr Flex  Historical Reporting

Dextr Flex offers a fully featured Historical Reporting Engine complete with Scheduling, Exporting and Delivery Options.  Reporting has a range of canned options for date ranges and enables custom reporting ranges.  You can schedule reports once created to run daily, weekly or monthly.  Exporting can be CVS files that can be imported into most other data manipulation tools including Excel and Numbers.   Delivery options include email with PDF attachments.

Report Creation and Options

Creating a new report enables setting a name for your report and the choosing the date range, the queue and the channels (voice, sms, email, chat, announcements),  The reporting engine contains a custom “query” language, but there are a range of pre-configured search criteria that you can select for your report to include.  Generally you will select a channel, one or all channels, a date range and then apply your report filters.

Report Summary and “eye candy”

Dextr Flex presents report information with “eye candy” in a variety of formats including pie charts, line and bar charts depicting both agent and queue details.  The report summarizes:

• Contact Handled
• Average Holding Time
• Average Speed of Answer
• Average Call Waiting
• Number of Abandoned
• Percent Abandoned
• Number of Missed Calls
• Percent of Missed Calls
• Talk  time
• Queue Time
• Number of Holds
• Hold times
• Longest Hold Time
• Average Mean Opinion Score

Reporting Optional Details

After the Summary page is rendered you have the option to explore other details including a DNIS Report,  Queue Details and Agent Details all of which can be exported and delivered.

Call Quality Reporting

For the voice engineers out there, troubleshooting gets a bit easier with MOS reporting.  Calls are now tagged with a MOS score and you can now search for calls with below target scores.  This enables you to work through those complaints that we all get from time to time with no more detail than “it sounded bad”.   Pick the exact call by searching for MOS and obtain the related CDR data, makes troubleshooting complaints a bit more detailed!

Dextr Flex Revised Activity Reporting

Dextr has always had an activity screen.  If you are an Agent you see your Activity and if you are a Supervisor or Team lead you see all activity of your team members.  Previously you would bring up the activity screen and it was all listed chronologically.  Filters existed for all the usual Call Detail Records (CDR) and included dynamic segmentation by Agent, Queue, Date, Disposition Code, Direction.   Drilling down on an an Activity exposes all the related information regarding caller (contactID), queues, agent and contact attributes.

Dextr Flex enables LENS “keyword” search!

With the inclusion of Amazon Connect LENS technology in the Dextr dashboard, being able to “keyword” search the transcription became a mandate.   To enable this functionally Dextr Flex created a new “query ” language which also provides prepared queries but also enables custom searches.

Revised Activity Presentation

Dextr now expects you to set the Date, Channel and Search Criteria to pull back the Activity you are looking to review.  Selecting a search criteria enables you to quickly learn the query language.  Not selecting a search criteria beyond that of selecting a channel will bring back all the activity for that channel unfiltered, though you can then apply filters like queue and agent.

Activity Video Presentation

Dextr Flex Historical Reporting  Options

The Dextr Flex reporting engine is bundled with subscriptions of at least 10 dashboards and is available through the AWS Marketplace with a 14 day “free trial.”  Optionally you can acquire a single dashboard that provides historical reporting, holiday. schedules, real time metrics and ad hoc queue closing for a fixed annual subscription price. Dextr will report all activities since the date of the subscription.  Optionally, if you have been streaming your contact records to your own S3 using the optional Kinesis streaming,  Dextr will report on that historical activity. Dextr is available in the AWS Marketplace and has a 14 day free trial period.

Contact:  CustomerCare@Dextr.Cloud or give us a call at

 

Slice and Dice your Contact Records!

Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON has been added to the dashboard navigation panel,  when clicked brings you into the Historical report generator.    Click “create report” and you can then name your report, choose a reporting interval, select any or all queues and then select one or more channels.   Dextr Historical Reporting includes voice, email, chat and text channel details.  Reporting intervals include day, week, month and YTD.

You can continue to use Dextr’s many other features while your report is processing as you will be alerted with a toast pop up when your report is ready.  Returning to the report SUMMARY page,  Dextr displays:  Handled, AHT, ASA, Abandoned, Missed, talk time, queue time, # holds, average hold time, longest hold time and relative percentages of each value.  You can also see Interactive bar and pie charts for Agent and Queues,  allowing you to dynamically display individual  elements of the report.   Dextr now delivers the average mean opinion score or MOS score to indicate the quality of service rendered during the reporting interval.   The reporting can then be segmented into Queue details, Agent Details, Abandoned Calls and Quality of service.   Each of these metrics is a tab in the interactive display allowing you to drill down on any presented statistics.

Query Language and Preconfigured Filters

Dextr includes both a powerful query language and preconfigured query “filters” (Abandoned, outbound, etc.) that enable advanced report configurations without the need to learn a query language.    Records can also be filtered by “keyword” for those who are taking advantage of Dextr’s built in LENS functionality of transcribing voice calls from call recordings.   Abandoned calls have the interesting characteristic of being able to display “related activity”.  If we see a call has been abandoned, we can explore related activity and note that the call was first presented to an Agent who missed the call, before it was abandoned.  This is a very powerful new feature of the growing library of Dextr AI functionality.

DNIS Record Reporting and MOS Scores!

 

Export Schedule and Share Reports!

Reports can be Exported, Scheduled and Shared!     Exports are CSV files to support importing into other applications like Excel.  Scheduled reports can be emailed!  One of the Dextr unique capabilities is to Share the report by publishing a URL that others can access to review the report!

Dextr Community Input!

Dextr holds quarterly subscriber review webinars to discuss Dextr operations, plans and to gather feature enhancement requests.   The Dextr subscriber community played a large role in helping flesh out the features of this release and we are very excited about the impact this release will have on the Dextr community!   Dextr publishes new feature releases to a real time staging environment (stage.dextr.cloud) so that existing subscribers can make use of the new feature sets before general release to the (go.dextr.cloud) production platform.  Existing subscribers can access the stage environment on October 1 and consistent with Dextr release practice production will quickly follow.    The Dextr Historical Reporting Engine is bundled as part of the feature set in your Dextr subscription of at least 25 agents or it can be purchased separately as a stand-alone application.

Contact DrVoIP@DrVoIP.com  for details or call and speak with a Dextr Amazon Connect expert!

 

Azure AD Configuration

There is work that needs to be done on both sides and typically two different engineers will be working the issue, one on Azure and one in Connect.  Step one is for the Azure engineer to setup a new application using the login link that agents would normally use to login to the Connect instance.  You can find this on the Amazon Connect home page inside the AWS Management console.   The Azure engineer will then provide a Metadata.XML file back to the AWS Engineer.

Step 2 AWS IAM Provider Configuration

 

1. Log in to AWS and open the IAM
2. Click on Identity providers and then Create Provider.
3. Choose the Provider Type as SAML.
4. Enter Provider Name, such as “Azure AD”
5. Upload a Federation Metadata XML (downloaded from previous step).
6. Click Create Provider

 

Step 3 AWS IAM Role Configuration ( More Information Here: https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html )

1. From the IAM/roles console Create a New Role
2. Select SAML 2.0 Federation trusted entity type
3. Select the Azure AD SAML provider from previous step
4. Select Allow Programmatic and AWS Management Console access. The rest will auto-fill.
5. On the Attach Permissions Policies Page create a policy like this:

{

“Version”: “2012-10-17”,

“Statement”: [

{

“Sid”: “Federation”,

“Effect”: “Allow”,

“Action”: “connect:GetFederationToken”,

“Resource”: [

“arn:aws:connect:YOUR_REGION:YOUR_ACCOUNT_ID:instance/YOUR_INSTANCE_ID/user/${aws:userid}”

]

}

]

}

6. After policy is created, go back to Create Role tab, reload the policy list, and select your new policy.
7. Set a role name and description, then click Create Role
8. Open the new role and copy the Role ARN into notepad. Switch to the trust relationships tab and copy the Provider ARN into notepad.

Step 4 Create User for Azure to pull Roles for Users

1 – Create Policy “List Roles”

2 – Create User with programmatic access and attach the policy with the Access and Secret Keys

3 – Send me the Provider ARN and Role ARN back to the Azure engineer along with the User and Access Keys where the balance of the configuration is completed

The Azure engineer will then complete the Provisioning section setting the mode to Auto