Contact Lens conversational analytics dashboard

With Amazon Connect Contact Lens, you can analyze conversations between customers and agents by using speech and chat transcriptions, natural language processing, and intelligent search capabilities. Amazon Connect Contact Lens performs sentiment analysis, detects issues, and enables you to automatically categorize contacts. For more information, see Amazon Connect Contact Lens.

The Contact Lens conversation analytics dashboard helps you understand why end-customers are contacting, the trends of contact drivers over time, and the performance of each of those call drivers (for example, average handle time for call driver “Where’s my stuff?”). You can view key metrics for categories like contacts handled and average handle time compared to a custom-defined benchmark time-range with color indicators (for example, green = good, red = bad) for quick insights within seconds (for example, “Am I performing better or worse than last week and by how much?”) using the summary widgets at the top. It has a drill-down ability into contacts in contact search to dive even deeper into performance insights. For example, within seconds you can use the dashboard to see a spike in contact volume, understand what is driving a spike in contact volume, and then click on a category driving the spike to take you to contact search pre-filtered for that category and dashboard filters (for example, time range) to dig deeper into the individual contacts.

You can configure the dashboard by using the top-level dashboard filters to filter for individual or groups of agents, queues, routing profiles, channels, categories, and agent hierarchies. You will be able to look at contact categories trending up or down compared to a custom-defined benchmark time-range using the “Movers and shakers” widget. It has a configurable time-series widget where you can look at historical trends of count of contacts handled for any categories you want, going back as far as three months or as recent as the last 24 hours in 15 minute intervals. You can also use the time-series widget to see the performance of those calls (for example, AHT) over time.

How to enable access to the Contact Lens conversational analytics dashboard

To enable access to the Contact Lens conversational analytics dashboard, you must first apply the appropriate Dashboard permission in the security profile. For more information, see Assign security profile permissions for dashboards.

Next, you must also select Enable Contact Lens under Analytics tools in the AWS console, as shown in the following image.

To see data in your dashboard, you must have the Contact Lens - conversational analytics permission checked in the security profile, as shown in the following image.

Lastly, you must apply Contact Lens conversational analytics to your Flow in order to have Contact Lens analyze your contacts. See Enable Amazon Connect Contact Lens.

How does the dashboard work?

The following sections describe the dashboard from top to bottom.

How to get to the dashboard?

Under Analytics and Optimization, choose Dashboards and reports. Then choose Select under Conversational analytics dashboard in the Dashboards section. The dashboards you can select are Connect pre-built dashboards that you can configure and save as your own dashboard to appear in the My dashboards section below it. See the next section for more details.

Dashboard actions

1. Save: You can save your dashboard and change your dashboard name by clicking “Actions” > “Save” and typing a new name and clicking “Save.” Your saved dashboard will appear in your “Saved dashboards” in the “Dashboards and reports” page within the “Dashboards” tab.

2. Save as: You can re-name and save your dashboard by clicking “Actions” > “Save as” and typing a new name and clicking save. Your saved dashboard will appear in your “Saved dashboards” in the “Dashboards and reports” page within the “Dashboards” tab.

3. Download CSV: You can download the entire dashboard data set to CSV by clicking “Actions” > “Download CSV.” You can also download each widget’s data set individually by clicking the download arrow button in the top right of each widget.

4. Download PDF: You can download the entire dashboard as a PDF by clicking “Actions” > “Download PDF.”

5. Share: You can share and publish the dashboard like other Connect reports by clicking “Actions” > “Share.” For more information about sharing and publishing, see Share reports, View shared reports, and Publishing reports.

Other actions: You can move charts around by clicking and holding the top left corner icon with your mouse and moving. You can re-size widgets by clicking and dragging the bottom right icon with your mouse.

Filters

You can configure your dashboard with the following filters:

Required filters:

1. Time range: You can select a real-time time range within the “Time range: Today” option and choose a trailing window of time. For additional windows, select “Custom.” You can select historical time ranges by altering your Time range to “Day,” “Week,” or “Month.”

2. “Compare to” benchmark time range: You can customize a comparison time period to benchmark your Time range selection against, such as an exact week over week comparison called “Compare to: Prior week same day, time range, and time.” This benchmark time range powers the benchmarking in all of the widgets in the dashboard. Your benchmark time range must be a date in the past compared to your time range.

Additional filters: Contact Category, Agent, Queue, Channel, Routing Profile, and Agent Hierarchy.

Performance overview charts

There are two performance overview charts that provide aggregated metrics based on your filters. The second chart is further filtered only by contacts analyzed by Contact Lens conversational analytics. Each metric within the charts is compared to your “compare to” benchmark time range filter. For example, Contacts handled during your time range selection was 165,522, which is down ˜12% compared to your benchmark number of contacts handled, 187,949 contacts. The percentages are rounded up or down. The colors that appear for the metrics indicate positive (green) or negative (red) compared to your benchmark. There are no colors for contacts handled.

Contact categories

The contact categories chart shows you Contact Category information. To see all data, click on the pop-out icon in the top right of the chart. To deep dive further into the contacts, click on the Contact Category and it will take you to Contact Search pre-filtered for that category along with the dashboard filters.

1. Contacts %: the count of contacts analyzed by Contact Lens conversational analytics that have a given category divided by the total number of contacts analyzed by Contact Lens conversational analytics.

2. Contacts: count of contacts analyzed by Contact Lens conversational analytics that have a given category.

3. AHT: the average handle time for the contacts that have a given category.

4. Avg. queue answer time: the average queue answer time for the contacts that have a given category.

5. Contacts transferred in: the count of contacts transferred in for the contacts that have a given category.

Movers and shakers

The movers and shakers chart shows you the categories with the highest percent change in distribution compared to your benchmark time range. In other words, it shows you the count of categories that were generated more or less frequently compared to the total number of contacts analyzed by Contact Lens conversational analytics. For example, if 20 out of 100 contacts analyzed by Contact Lens have Category A, your contacts % for Category A was 20%. If during the comparison benchmark time period 10 out of 100 contacts analyzed by Contact Lens conversational analytics had Category A, your Prior contacts % for Category A was 10%. The % Change would be (20% - 10%)/(10%) = 100%. To see all data, click on the pop-out icon in the top right of the chart. To deep dive further into the contacts, click on the Contact Category and it will take you to Contact Search pre-filtered for that category along with the dashboard filters.

1. Change %: (Contacts % – Prior contacts %) / (Prior contacts %). This number is rounded. The chart is sorted by highest absolute Change %.

2. Contacts %: the count of contacts analyzed by Contact Lens conversational analytics in the time range specified in your dashboard filter that have a given category divided by the total number of contacts analyzed by Contact Lens conversational analytics.

3. Contacts: the count of contacts analyzed by Contact Lens conversational analytics in the time range specified in your dashboard filter.

4. Prior contacts %: the count of contacts analyzed by Contact Lens conversational analytics in the “compare to” benchmark time range specified in your dashboard filter that have a given category divided by the total number of contacts analyzed by Contact Lens conversational analytics.

5. Prior contacts: the count of contacts analyzed by Contact Lens conversational analytics in the “compare to” benchmark time range specified in your dashboard filter.

Top contact categories average handle time

The top contact categories average handle time displays the prior AHT (using the “compare to” benchmark time range) to the current time range AHT for each of your top 10 categories (sorted by count of contacts with a category from left to right). To see all data, click on the pop-out icon in the top right of the chart.

Contact count by queue

The contact count by queue chart displays the count of contacts for each queue, sorted by the highest number of contacts from left to right. You can configure this widget further by filtering for contact categories directly from this chart. This filter will override the page-level contact category filter at the top of the dashboard.

Contacts handled and average handle time trend

The Contacts handled and average handle time trend is a time-series chart that displays the count of contacts handled (blue bars) and the average handle time (red line) over a given time period broken down by intervals (15min, daily, weekly, monthly). You can configure different time range intervals by using the “Interval” button directly in the widget. The intervals that you may select depend on the page-level time range filter. For example, if you have a “Today” time range filter at the top of your dashboard, you can only see an interval of 15min for the last 24 hours. If you have a “Day” time range filter at the top of your dashboard, you can see a trailing 8 day interval trend, or a 15min interval trend for the trailing 24 hours.

Dashboard functionality limitations

The following limitations apply to the Contact Lens conversational analytics dashboard:

1. Tag-based access controls are not supported on the dashboard.

2. If you have a routing profile or agent hierarchy filter selected, the hyperlinks on contact categories leading to contact search will be disabled within the Contact categories and Movers and Shakers charts.