AWS Connect Reporting Options!

Historical Reporting (Queues, Agents and Phone Numbers)

A user with the Call Center Manager permissions can access reports through the AWS Dashboard.  All Reports can be SCHEDULED, DOWNLOAD and RETRIEVED from 2 YEARS of S3 Storage generated as follows:

  • Hourly, Daily, Weekly and Monthly auto archived
  • Reporting periods are from .5 to 12 hours

Phone Number reports include:

  • Average Queue Abandoned Time
  • Average After Contact Work Time
  •  Average Queue Answer Time
  • Average Handle Time
  • Average Customer Hold Time
  • Average Agent Interaction Time
  • Contacts Abandoned
  • Contacts Handled Contacts handled Incoming
  • Contact Handled Outbound
  • Contact Queued
  • Maximum Queued Time
  • Service level 60 seconds
  • Service level 120 seconds

Agent Reports Include

  • Agent on Contact time
  • Agent Idle Time
  • Agent Non Productive time
  • Average after contact work time
  • Average Handle Time
  • Average Customer hold time
  • Average Agent Interaction time
  • Contracts Handles
  • Contacts Handled Inbound
  • Contacts Handled Outbound
  • Contacts Put on Hold
  • Contacts Transferred Out
  • Contacts transferred out Internal
  •  Contract transferred out External
  • Agent Answer Rate
  • Contact Missed
  • Occupancy
  •  Online Time

Queue Reports

  •  Average Queue Abandoned Time
  • Average after contact work time
  • Average Queue answer time
  • Average Handle Time
  • Average Customer Hold time
  • Average Agent Interaction time
  • Contacts Abandoned
  • Contacts Handled
  • Contact handled Incoming
  • Contact handled Outgoing
  • Contacts disconnected
  • Contacts Queued
  • Contacts transferred in From Queue
  • Contact transferred out From Queue
  • Service Level 60 Seconds
  • Service Level 120 Seconds

    REAL TIME REPORTING

AWS Dashboard provides reporting based on Queues, Agents and Routing Profiles with the same Scheduling and Customization options as Historical reports

Queue Reports Provide

i.      Agent

  • Online
  • On a Call
  • NPT
  • ACW
  • Error
  • Available

ii.      Performance

  • In Queue
  • Oldest
  • Scheduled
  • Queued
  • Handled
  • AHT
  • SL 60
  • SL 210

Agent Reports Provide

     i.      Agent

  • Status
  • Duration
  • Hierarchy
  • Routing Profile

   ii.      Phones

  • Active
  • Availability
  • Contact State
  • Queue

iii.      Performance

  • Average ACW
  • Missed
  • Handled IN
  • Handled OUT
  • AHT
  • Occupancy

Routing Profiles

  i.      Essentially the same as the Queue Report Cross referenced by Routing Profile (Agent assigned to Queue)

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