Call center Historical Reporting

Categorized as Technology Tagged

This can be plotted for a maximum of 1 year at a time (choosing custom timeframe) and can be compared against the same time length for the “previous period” (as in Google analytics)

Agent Daily Summary Widget

It shows the agent state, state duration, calls answered, TOTAL talk time, average talk time, total work time, average work time per hour, outbound calls and average outbound talk time. Outbound calls are the calls made by the agent manually to internal and external numbers. Internal numbers (later on) will be to Amazon Chime numbers.

Agent & Team Daily Performance Comparison Widget

This will compare ANY agent that you choose from a dropdown and compare against the average numbers of all the agents for the day.

Day break down widget

  • After contact work time
  • Agent on contact time
  • Agent idle time
  • Online time
  • Nonproductive time
  • Average queue abandon time
  • Average after contact work time
  • Average queue answer time
  • Average handle time
  • Average customer hold time
  • Average agent interaction and customer hold time
  • Average agent interaction time
  • Agent answer rate

Contacts breakdown widget

Contacts handled

  • Incoming
  • Outbound
  • Callback
  • Missed
  • Average Handle time

Contacts abandoned 

  • Total
  • Abandoned in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Contacts agent hung up first

Contacts put on hold, Customer hold time

Contacts hold disconnect

  • Contacts hold agent disconnect
  • Contacts hold customer disconnect

Contacts answered 

  • Total
  • Answered in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Contacts queued

  • Total
  • Maximum queued time

Contacts transferred 

  • In, In from queue 
  • Out, out external, out internal, out from queue

Service level 

  • Avg 
  • SL in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Online time

Agent interaction and hold time

Call sentiment

Call non-talk time

Call Issues handled

This is driven by using About issue/call driver detection in Contact Lens – Amazon Connect. This shows us the issues that callers are calling about (grouped issues).

Agent & Team Performance Comparison Widget

This shows the performance of the whole team and allows you to break it down per team. Team definition depends on the team leader (combination of agents). It allows you to break it down per routing profile. 

Daily break down widget

  • After contact work time
  • Agent on contact time
  • Agent idle time
  • Online time
  • Nonproductive time
  • Average queue abandon time
  • Average after contact work time
  • Average queue answer time
  • Average handle time
  • Average customer hold time
  • Average agent interaction and customer hold time
  • Average agent interaction time
  • Agent answer rate

Contacts breakdown widget

Contacts handled

  • Incoming
  • Outbound
  • Callback
  • Missed
  • Average Handle time

Contacts abandoned 

  • Total
  • Abandoned in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Contacts agent hung up first

Contacts put on hold, Customer hold time

Contacts hold disconnect

  • Contacts hold agent disconnect
  • Contacts hold customer disconnect

Contacts answered 

  • Total
  • Answered in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Contacts queued

  • Total
  • Maximum queued time

Contacts transferred 

  • In, In from queue 
  • Out, out external, out internal, out from queue

Service level 

  • Avg 
  • SL in 15, 20, 25, 30, 45, 60, 90, 120, 180, 240, 300, 600 seconds

Online time

Agent interaction and hold time

Call sentiment

Call non-talk time

Call Issues handled

This is driven by using About issue/call driver detection in Contact Lens – Amazon Connect. This shows us the issues that callers are calling about (grouped issues).

Agent Login/Logout reports widget

It includes all the login time during the day even though the agent has logged out and logged back in several times. This is already a report in Amazon Connect. 

Average FTEs Hourly Widget

Average number of FTEs based on the login time of the selected agents on each hour. This is a weighted average using total FTEs logged in at each hour

Overall Daily Agent Efficiency Widget

Percentage of the time selected agents spent efficiently during their logged in time. Efficiency is based on the criteria configured by the team leaders and assigned to each team. Efficiency might be defined by a team leader as NPT (non productive time) being below 10%.

Calls Answered Heat Map Widget

Heatmaps are used to analyze the indicators for the quarter and YTD period for each hour in the days of the week. The threshold bands might be 60%-80% and this would be defined by the team leader. Below 60% shows in red and 60-80% shows in orange.

There are two levels of this report

  1. Team level
  2. Individual agent level compared against the team level

Resolution on first call analysis widget

Customers or patients call the call center multiple times a day if their initial query is not resolved. There might be valid reasons why the customer has to call back multiple times a day. If the team leader defines the max callback threshold to be 2 and if the customer calls back more than twice a day, then this is a red flag as the call is not resolved on first contact. This is shown as a bar chart per hour.

SPAM calls widget

Calls that are marked as spam and dropped are shown as a widget per hour/day/month.

Year on Year Performance Analysis widgets

All the widgets can be compared on a separate web page as a YoY basis. The call center manager can choose any number of widgets and comparison periods to do a YoY Analysis 

Amazon Connect reporting architecture

Contact Trace Record (CTR) streaming architecture 

AWS Cloud Amazon Connect → Amazon Kinesis CTR → Amazon Kinesis Data Firehose CTR → Amazon S3 bucket CTR 

Data model: Contact trace records (CTR) data model – Amazon Connect 

Records delayed by ~120 seconds

Agent events streaming architecture

AWS Cloud Amazon Connect → Amazon Kinesis AE → Amazon Kinesis Data Firehose AE → Amazon S3 bucket AE 

Records delayed by ~60 seconds

Data model: Amazon Connect agent event streams – Amazon Connect

Contact flow logs CFL streaming architecture

AWS Cloud Amazon Connect → Amazon Cloudwatch CFL → Amazon Lambda CFL → Amazon Kinesis Data Firehouse CFL→ Amazon S3 bucket CFL

More info Enable contact flow logs – Amazon Connect

Overall Architecture To Query And Visualize Connect Data

Amazon Quicksight connects with Amazon Athena. Amazon Athena has out of the box connectivity with AWS Glue. AWD Glue allows you to create CTR, AE and CFL tables very easily. AWS Glue is connected out of the box with Amazon S3 bucket CTR/AE/CFL.

When you use our product, these AWS products will be automatically configured within your own account (not our account).