Contact Center Dashboard

1. Opportunity Identified

Amazon Connect lacks a holistic view for monitoring key performance indicators (KPIs) due to its queue (Q) structure. Each product supports multiple languages, resulting in multiple queues that hinder the ability to measure metrics effectively for specific product groups. This leads to:

• Challenges in obtaining accurate SLA, AHT, and ACR for specific product categories.
• Difficulty in tracking performance across different regions due to queue segmentation.
• Limited visibility into overall contact center efficiency.

2. Proposed Solution

The Contact Center Dashboard addresses these issues by integrating raw data from Amazon Connect and processing it using Power BI. Key functionalities include:

• Data Integration: Extracting raw data from Amazon Connect and linking it with the dashboard.
• Automated Calculations: Computing SLA, AHT, and ACR accurately at the product group level.
• Queue Mapping: Consolidating queues by region using DAX and Power Query in Power BI.
• Enhanced Monitoring: Providing a streamlined view of key metrics for easier performance tracking.

3. Observed Benefits

The implementation of the Contact Center Dashboard has led to several improvements:

• Improved Visibility: A single dashboard offering a comprehensive view of all key metrics.
• Accurate Performance Tracking: Ensuring SLA, AHT, and ACR calculations are precise for each product group.
• Efficient Decision-Making: Enabling better resource allocation and operational adjustments.
• Regional Insights: Clear segmentation of queues by region for targeted performance analysis.

Conclusion

The Contact Center Dashboard resolves the limitations of Amazon Connect by aggregating and structuring data for better performance monitoring. By leveraging Power BI’s capabilities, contact center teams can now track KPIs effectively, leading to improved efficiency and decision-making.