ConnectPath introduces Historical Reporting for Amazon Connect Contact Centers

Slice and Dice your Contact Records!

ConnectPath 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.  ConnectPath Historical Reporting includes voice, email, chat and text channel details.  Reporting intervals include day, week, month and YTD.

You can continue to use ConnectPath’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,  ConnectPath 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.   ConnectPathnow 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.

ConnectPath 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 ConnectPath’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 ConnectPath AI functionality.

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 ConnectPath unique capabilities is to Share the report by publishing a URL that others can access to review the report!

ConnectPath holds quarterly subscriber review webinars to discuss ConnectPath operations, plans and to gather feature enhancement requests.   The ConnectPath 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 ConnectPath community!  ConnectPath 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 ConnectPath release practice production will quickly follow.    The ConnectPath Historical Reporting Engine is bundled as part of the feature set in your ConnectPath subscription of at least 25 agents or it can be purchased separately as a stand-alone application.

For details call 800-946-6127 and speak with a ConnectPath Amazon Connect expert!