借助 Amazon Connect 解锁联络中心洞察.pdf

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1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 3 0 1Unlock contact center insights with Amazon ConnectLakshay MutrejaSenior Specialist Solutions Architect Amazon ConnectAWSAnkur Taunk Senior Specialist Solu

2、tions Architect Amazon ConnectAWS 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Session speakers 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Agenda Amazon Connect introduction Amazon Connect built-in dashboards and reports Amazon Connect built-in operation

3、al metrics and alarms Advanced analytics 3P reporting tool and Model Context Protocol(MCP)2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Connect 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Poor visibility into call drivers and emerging trends High ag

4、ent attrition rateManual effort to manage workforceLimited data to identify training needsLimited insight into real-time activitiesMissing service level targetsContact Center reporting challenges 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Connect built-in operational m

5、etricsAlerts and monitoringFlow logsMetrics Monitor Amazon Q in ConnectAudit dataAmazon Connect built-in reportsAdvanced analytics with 3P reporting appReal-time metricsHistorical metricsLogin/logout reportsContact searchDashboards and reportsRealtime-Streaming and event dataHistorical-Data lakeUsin

6、g Model Context Protocol(MCP)Amazon Connect Reporting options 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Amazon Connect built-in reports 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Real-