Amazon Connect Team Historical Metrics

This is an example of a call center scorecards you can create for teams using Comstice Quartz Reporting and Analytics solution. Comstice Quartz supports Cisco UCCE, PCCE, UCCX, Avaya Aura and Amazon Connect. Scorecards help to automate the reporting in the call centers; you can create and schedule this scorecard to run periodically such as daily, weekly or monthly. You can set the recipients with their email-addresses. They will receive the scorecard as a weblink on an email and will see the report in the format given below.

Team Members

Team Queues or Skills

Agent Daily Performance

Daily Team Performance

Team Avg Handle Time Hourly

Team Answere Rate

Calls Handled Per Agent

Calls Missed Per Agent

Team Answered Abandoned Hourly

Team Outbound Calls Hourly

Calls Below Min Handle Time

Avg Speed of Answer Per Skill Hourly

Aux / Not Ready Reason Code Breakdown

Calls Above Max Handle Time per Agent

Team Not Ready / Aux Percentage Hourly

FTE Hourly Forecast and Actual

Agent State Trace Daily