Dive Deep into Amazon Connect Reporting and Metrics

This course will help you understand how to enable advanced reporting for an Amazon Connect contact center, by processing and querying a collection of data sources with different record structures using services such as Amazon Kinesis, Amazon Athena, AWS Glue, AWS Lambda, AWS Step Functions, and Amazon QuickSight.

• Course level: Advanced
• Duration: 180 minutes

Activities

This course includes presentations and a final assessment.

Course objectives

In this course, you will learn to:

• Set up an Amazon Connect contact center using instances and contact flows.
• Generate real time and historical reports and dashboards using Contact Trace Records, Agent Events, and Contact Flow Logs.
• Test Amazon Connect data schema with Amazon Athena.
• Automate data partitions using AWS Glue Crawlers, AWS Lambda, and AWS Step Functions.
• Query and visualize Amazon Connect data in Amazon QuickSight dashboards.

Intended audience

This course is intended for:

• Technical professionals who work, or would like to work, with contact center technologies

Prerequisites

We recommend that attendees of this course have:

• Completed Amazon Connect Primer or Solutions Training for Partners - Amazon Connect (Technical)
• Familiarity with contact center requirements and technologies
• Familiarity with cloud computing concepts

Course outline

This course covers the following topics:

• About This Course
• Customer Use Case

Module 1: Amazon Connect Basic Setup

• Create a New Instance
• Contact Flow Design

Module 2: Amazon Connect Real-Time Data Streaming

• Amazon Connect Built-in Metrics
• Amazon Connect Contact Trace Records
• Amazon Connect Agent Events
• Amazon Connect Contact Flow Logs
• Recap and Review

Module 3: Getting Started with Amazon Athena

• Introduction to Amazon Athena
• Introduction to AWS Glue
• Test Amazon Connect Data Schema
• Recap and Review

Module 4: Automate Partitions Loading

• Glue Crawlers and Partitioning
• Deploy Lambda and Step Functions
• Review AWS CloudWatch Rules and Schedules
• Load Athena Partitions Manually
• Recap and Review

Module 5: Query and Visualize Amazon Connect Data

• Custom Metrics and KPIs
• Customer Journey Trace
• Explore Contact Trace Records
• Analyze Agent Events
• Visualize Your Data with Amazon QuickSight
• Recap and Review

Module 6: Conclusion

• Test Your Understanding
• Conclusion