Written by Gen AI
Introduction
Real-time reporting is a fundamental aspect of modern contact, allowing managers to monitor performance, identify emerging issues, and adjust resources dynamically. Although Amazon Connect offers built-in real-time for key performance indicators—updating every15 seconds for agent status and near-real-time data for handled and abandoned calls—its dashboards be restrictive in terms of and flexibility. To address these limitations, many opt for specialised third-party platforms that integrate seamlessly with’s streams.
Amazon Connect Native Real-Time Metrics
Within the Amazon Connect admin interface, the Real-Time Metrics reports section provides several pre-built dashboards categorized by, agents, or profiles. Metrics such as Online (agents logged in), Handled (contacts processed), and Abandoned (contacts dropped) automatically refresh, ensuring supervisors can monitor real-time activity. One-click drill-downs detailed inspection of the agent list or queue view, and raw metric data can be downloaded for further analysis. However, despite its capabilities, Amazon Connect’s default interface face challenges in scaling beyond a few hundred agents or offering highly customisable visualisations.
Emite: Advanced CX Analytics
Emite enhances Amazon Connect’s reporting capabilities by integrating real-time and historical data into unified dashboards and wallboards. Tailored for large, distributed teams, Emite the limitations of Connect’s UI, enabling the display of thousands of agents and multiple contact center instances a single. Organizations can conduct advanced comparisons, pivot by business unit or geography, and integrate Connect metrics with broader business intelligence without the need for middleware. Em also provides pre-configured KPI templates and a robust-authorization layer designed for BPO environments, empowering managers to make and informed staffing and decisions.
Joulica: Customer Journey Reporting
Joulica offers a comprehensive analytics suite designed to optimize end-to-end customer journeys. platform Amazon Connect events encompassing voice, chat, and Amazon Lex interactions, while integrating data from CRM systems such as Salesforce Users benefit from customizable dashboards that seamlessly combine real-time streaming metrics with historical trends, conversational analytics, and performance scorecards. Notable include automated contact flow performance reporting sentiment analysis, and predictive analytics for outbound campaigns. By facilitating migrations from legacy and retaining familiar reporting structures, Joulica ensures operational continuity while delivering enhanced insights into customer behaviour.
Conclusion
By integrating Connect's native-time metrics specialized such as Emite and Joulica, organizations establish a comprehensive reporting These third-party solutions address critical, enabling the of thousands of agents across multiple and correlating multi-channel with outcomes This transformation of raw contact-center data into intelligence acceler time insight and ultimately enhances the customer experience.
