Background
A leading logistic company in the UK aimed to improve its reporting capabilities to better monitor IVR interactions, agent performance, and overall operations. By leveraging Amazon Web Services (AWS), the goal was to streamline data integration, querying, and visualization from AWS Connect. They Contacted Octavebytes to develop custom reporting dashboards using Quicksight.
Solution Overview
Data Processing and Reporting Workflow
The solution involved three key AWS services:
- AWS Glue for data storage integration
- Amazon Athena for querying large data sets
- AWS QuickSight for reporting and dashboard creation
Implementation
Data Ingestion and Storage
AWS Glue was used to capture and store interaction records from AWS Connect via Firehose data streams. This setup ensured efficient data storage and accessibility.
Data Querying
Amazon Athena enabled the contact center to perform SQL queries on the stored data, extracting relevant information needed for comprehensive reporting.
Data Visualization
AWS QuickSight was used to create interactive dashboards and reports. By connecting to Amazon Athena, datasets were developed to provide insights into agent performance, agent efficiency, and overall contact center metrics.
Reporting Modules
Agent Reporting
- Average handling time
- Customer satisfaction scores
- Call resolution rates
Overall Contact Center Reporting
- Call volumes and patterns
- Peak times and staffing needs
- Overall customer satisfaction
Conclusion
The contact center’s implementation of AWS Glue, Amazon Athena, and AWS QuickSight
significantly enhanced its data management and reporting capabilities. This streamlined
approach provided actionable insights through interactive dashboards, supporting data-driven
decisions and improving overall contact center performance.