Dashboard
How do you access the dashboard?
Navigate to the dashboard tab or the main screen and press the "Hide the Guide" button
How long are the CTRs available?
24 months from the time when the associated contact was initiated.
What are the 2 ways to find the recording for a call?
After filtering for the contact ID you were searching for you can use the buttons highlighted to play the call or you can go into the contact ID and the recording will populate onto the CTR screen.
If an agent was to go "offline" would you be able to see their metrics in the Real-Time Metric report?
No, their metrics become Historical Metrics.
What profile do you need to login to on the amazon connect instance , if you want to monitor a live conversation?
Call Center Manager Security Profile.
What are the 3 options you have to configure your dashboard?
Time Range , Queues to Monitor , and Performance Metrics and how they're measured.
How do you access the CTR?
Navigate to the Analytics and Optimization tab, and select "Contact Search".
What are the 2 different types of reporting?
Real-Time Metrics Reports and Historical Metrics Reports.
How do you add additional tables to your metrics report?
Navigate to the bottom , press the "New Table" button and select the grouping for your new table.
How do you open the Contract Control Panel?
By selecting the phone icon in the top right corner of your screen.
After setting the service level limits and time, how does the dashboard show you if the metrics are being met?
Using different colors.
What feature could help you find specific calls or actions?
Add Filters.
How do you access Real-Time Metrics reports?
Navigate to Analytics and Optimization tab , and select Real-Time Metrics.
How do you remove a table from the Metrics report?
By clicking the "X" button in the top right.
To choose the agent conversation you want to monitor , where do you go?
In Amazon Connect choose Analytics and Optimization tab , Real-Time Metrics , and then Agents.
What data is captured in the CTR (Contact Trace Records)?
Data about contacts and the amount of time the contact spends in each state : Customer on hold , in queue , agent interaction time and also where you can listen to past recordings.
How do you open a contact trace record?
By clicking the hyperlinked contact ID of the call you wish to open.
When setting up your own real-time metrics report, the first choice you will be prompted with is , "Which table would you like to begin your report with?". Which table options would you see?
Queue , Agent , or routing profiles.
If you do not know what a certain metric means or how it is calculated, where could you find that information?
By going into the settings gear in the metric tab , there is a hyperlink for "Metrics definitions" which will take you to the amazon document describing real-time reports , and you will select the first link labeled "real-time metrics definitions".
What icon do you select to start monitoring the conversation?
Headset Icon.
To view the Contact Metrics for Queues , where do you go?
"Contact Metrics" button next to the Queues Grouping
How do you customize Historical Reports , and when customizing the reports what do you have the ability to do?
To customize the reports you press the gear to open the table setting that’s located in the top right corner, when customizing metrics you have the ability to swap between Contact Metrics and Agent Metrics displayed on your report.
To view the Contact Metrics for Queues , where do you go?
"Contact Metrics" button next to the Queues Grouping
Once you are done monitoring the conversation, what option do you select in the CCP?
"End Monitoring".
How do you generate a Login\Logout Report?
Navigate to the Analytics and Optimization tab , and select "Login\Logout Reports" , then you will choose the time range and filters you want to set for your report and press "Generate Report".