Amazon Connect: Beyond the Basics: Advanced Reporting

This 2-hour virtual workshop covers core concepts related to the creation and configuration of Amazon QuickSight and its capability to provide insights into your Amazon Connect historical data. This session will require: 

• A general knowledge of various common AWS services leveraged alongside Amazon Connect (Amazon S3, Amazon CloudWatch)
• An intermediate understanding of queue and agent-based contact center reporting metrics. (Preferred) A basic understanding of the Connect Contact Trace Record (CTR) and the data it contains
• An understanding of what it takes to create your own Amazon Connect instance, editing IVR contact flows, and making custom Contact Attributes
• (Preferred) High-level understanding of data schemas. The Connect CTRs are stored and given a schema for QuickSight to use. An understanding of database schemas would be beneficial for attendees, but not strictly necessary.

This small interactive workshop will provide some insight to this functionality and demonstrate the capabilities of QuickSight and the kinds of in-depth analyses you can get from Amazon Connect using strictly AWS-centric services.

Solutions Architects, IT decision makers, and business stakeholders who have some familiarity with Amazon Connect’s capabilities and want to understand the value and effort needed to add additional reporting and dashboarding features.