Amazon Connect Reporting and Analytics
Enhanced Reporting and Analytics for Amazon Connect
Contact Centers
Visualise Contact Flows
Walk in Your Customer's Shoes
Information can be presented in real time to your agent, to give them the latest view of the individual customer’s journey history.
Key journeys, such as renewals, can also be mapped to identify areas for improvement - especially relevant in an omni-channel context.
Historical Dashboard
See the Bigger Picture
Comstice Quartz offers Heatmaps, Drilldowns (monthly / weekly / daily / hourly) and Year-On-Year data for a better visibility in the performance.
Comstice Quartz ensures that these long-term charts generate quickly by optimizing the data. Visual reports can be built and shared easily with our report designer feature.
Analytics and Forecasting
Eliminate the Noise in your Forecasts
Our visual forecaster feature helps you to blend data from the past few years, filter unusual intervals such as holidays or technical faults, then forecast for each week, days of the week and intra-day. It also provides percentage distribution of the call volumes during the day for every 30mins.
Our AI-based time-series forecasting feature lets you estimate your resources automatically.
Amazon Connect Softphone Topology
Comstice Softphone Service offers the Amazon Connect Softphone features listed above. No audio routing through Comstice Softphone Service, only reporting data provided.
Resource Management
Smart Resource Management
Quartz Resource Management builds and updates shift schedules in real-time, based on agent availability and preferences, to meet forecast demand.
The Quartz mobile app lets agents access shift details, update their availability and preferences and review their personal performance against your key indicators.
Click here to find out more about our Comstice Quartz multi-vendor contact center solution.
Better Reporting
Amazon Connect CTRs
Comstice Quartz offers access to Amazon Connect stock reports as well as Comstice Stock reports created for Amazon Connect Contact Centers. Click here to see the list of Comstice reports for Amazon Connect.
Comstice Quartz also helps to create custom reports, add third party data to the reports, schedule the reports to run periodically and to be delivered to the list of recipients as a weblink on an email.
FAQ
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What is the license model for Comstice Quartz?
Quartz is built on a reported (named) agents license model. There is no restriction on number of concurrent users accessing the data.
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Do I need additional licenses or AWS services to use Comstice Quartz?
No additional licenses needed. All the services will be provided as part of the solution.
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Can we create our own reports from Amazon Connect CTRs
Yes. There are also some stock reports Comstice built based on the industry best practices that you can access directly. Check out Amazon Connect reporting guide by Comstice
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How can I migrate my existing reports from another vendor?
You can check Amazon Connect reporting guide by Comstice for similar reports. If there is a particular parameter which is not available Amazon Connect CTRs, Comstice can help you to capture that information using AWS Lambda.
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Why should I use Quartz instead of Tableau?
Quartz is specifically designed for managing and visualising customer experience. It has built-in reports, charts and dashboards as well as other contact center features out of the box.
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Does Comstice Quartz offer a data warehousing feature?
Quartz can offer data warehousing, so that your historical data is archived, even when your call center database is purged.
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Can I control the level of access that my team members and supervisors have?
Yes, you can. It is possible to create profiles to access agent-specific and call volume information.
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Can I plan, allocate and monitor backoffice tasks using this system?
Yes, you can, via our Task Manager capability. It is quite comprehensive and lets you to document,report and forecast backoffice tasks as well.
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Can I change agent skills / settings?
Yes, you can, if you are using Cisco or Amazon Connect contact centers.
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How long does it take to train an agent or supervisor on Quartz?
Typically we run one hour-long train-the-trainer session for supervisors, and also provide video and pdf content.
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How easy is it to send a report to a stakeholder who is not set up as an agent?
You can create a report and share the permanent link, or schedule the report and they will receive it as a weblink via email once the report is generated. Past reports can be accessed from their Quartz accounts.