Advanced reporting suite for Amazon Connect
Customer experience is our focus, and we aim to maximise insight and productivity that your contact center will analyze with all the changes throughout the busiest calling times. The metrics illustrated will track the entire activity of your team. The reporting suite is customizable for different teams. This complements our Amazon Connect dashboard solution.
Automated Insights
The backend of your Amazon Connect environment is full of data, where our system can extract, examine and aggregate to your needs to highlight insights that make it easier to assist your team of supervisors and managers.
Customer service reports help the managers to make improvements and verify the different optimization actions, hence cutting costs and streamlining the process that supports the contact center department.
Our fully automated Amazon Connect reporting suite will gather and aggregate all the data you and your team needs. The system can send daily, weekly, and monthly reports for all your supervisors and managers from different businesses and different agent shifts from different Amazon Connect instances.
Automated
You can run a report at the end of each day, that will highlight
- Total number of agents online
- Agents that were online in order of duration from the time they logged-in
- The number of agents that had responded to a customer within a specified time
- Agents that were idle, even though they were online
- The given time the agents who were idle as set in NPT (non-productive state)
- Longest waiting times for customers as recognized by a caller ID
Supervisor Dashboard
You can use the reporting together with our dashboard solution, for more information please go to www.voxologic.com/dashboard
Key Benefits
Tailored to your business
Every business is unique. Our customized reports show exactly what you need to be able to optimize and grow your business through your contact center.
Agent and Department Level Performance
With our solution, it is possible to generate reports based on your line of business or structure of your whole contact center within an Amazon Connect environment across multiple instances.
Agent Metrics
Track the agent's performance and metrics through their daily, weekly, or monthly workload with statistics showing their detailed times spent with each task.
Right Insights
The Voxologic Reporting for Amazon Connect provides the right insights for your supervisor and management teams with the ability to capture all aspects of the agent conversations that need to solve problems fast.
Overall health
You can now measure day-to-day operations, health, and performance from an additional perspective. With the knowledge of this information, you can make informed business decisions regarding your workforce.
Channel specific reports
The solution can group reports based on different factors like agent groups, line of businesses, contact center site. It can share the reports with the relevant managers and supervisors based on the configured frequencies.