Slice and Dice your Contact Records!

Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON has been added to the dashboard navigation panel,  when clicked brings you into the Historical report generator.    Click “create report” and you can then name your report, choose a reporting interval, select any or all queues and then select one or more channels.   Dextr Historical Reporting includes voice, email, chat and text channel details.  Reporting intervals include day, week, month and YTD.

You can continue to use Dextr’s many other features while your report is processing as you will be alerted with a toast pop up when your report is ready.  Returning to the report SUMMARY page,  Dextr displays:  Handled, AHT, ASA, Abandoned, Missed, talk time, queue time, # holds, average hold time, longest hold time and relative percentages of each value.  You can also see Interactive bar and pie charts for Agent and Queues,  allowing you to dynamically display individual  elements of the report.   Dextr now delivers the average mean opinion score or MOS score to indicate the quality of service rendered during the reporting interval.   The reporting can then be segmented into Queue details, Agent Details, Abandoned Calls and Quality of service.   Each of these metrics is a tab in the interactive display allowing you to drill down on any presented statistics.

Query Language and Preconfigured Filters

Dextr includes both a powerful query language and preconfigured query “filters” (Abandoned, outbound, etc.) that enable advanced report configurations without the need to learn a query language.    Records can also be filtered by “keyword” for those who are taking advantage of Dextr’s built in LENS functionality of transcribing voice calls from call recordings.   Abandoned calls have the interesting characteristic of being able to display “related activity”.  If we see a call has been abandoned, we can explore related activity and note that the call was first presented to an Agent who missed the call, before it was abandoned.  This is a very powerful new feature of the growing library of Dextr AI functionality.

DNIS Record Reporting and MOS Scores!

 

Export Schedule and Share Reports!

Reports can be Exported, Scheduled and Shared!     Exports are CSV files to support importing into other applications like Excel.  Scheduled reports can be emailed!  One of the Dextr unique capabilities is to Share the report by publishing a URL that others can access to review the report!

Dextr Community Input!

Dextr holds quarterly subscriber review webinars to discuss Dextr operations, plans and to gather feature enhancement requests.   The Dextr subscriber community played a large role in helping flesh out the features of this release and we are very excited about the impact this release will have on the Dextr community!   Dextr publishes new feature releases to a real time staging environment (stage.dextr.cloud) so that existing subscribers can make use of the new feature sets before general release to the (go.dextr.cloud) production platform.  Existing subscribers can access the stage environment on October 1 and consistent with Dextr release practice production will quickly follow.    The Dextr Historical Reporting Engine is bundled as part of the feature set in your Dextr subscription of at least 25 agents or it can be purchased separately as a stand-alone application.

Contact DrVoIP@DrVoIP.com  for details or call and speak with a Dextr Amazon Connect expert!

 

Azure AD Configuration

There is work that needs to be done on both sides and typically two different engineers will be working the issue, one on Azure and one in Connect.  Step one is for the Azure engineer to setup a new application using the login link that agents would normally use to login to the Connect instance.  You can find this on the Amazon Connect home page inside the AWS Management console.   The Azure engineer will then provide a Metadata.XML file back to the AWS Engineer.

Step 2 AWS IAM Provider Configuration

 

1. Log in to AWS and open the IAM
2. Click on Identity providers and then Create Provider.
3. Choose the Provider Type as SAML.
4. Enter Provider Name, such as “Azure AD”
5. Upload a Federation Metadata XML (downloaded from previous step).
6. Click Create Provider

 

Step 3 AWS IAM Role Configuration ( More Information Here: https://docs.aws.amazon.com/connect/latest/adminguide/configure-saml.html )

1. From the IAM/roles console Create a New Role
2. Select SAML 2.0 Federation trusted entity type
3. Select the Azure AD SAML provider from previous step
4. Select Allow Programmatic and AWS Management Console access. The rest will auto-fill.
5. On the Attach Permissions Policies Page create a policy like this:

{

“Version”: “2012-10-17”,

“Statement”: [

{

“Sid”: “Federation”,

“Effect”: “Allow”,

“Action”: “connect:GetFederationToken”,

“Resource”: [

“arn:aws:connect:YOUR_REGION:YOUR_ACCOUNT_ID:instance/YOUR_INSTANCE_ID/user/${aws:userid}”

]

}

]

}

6. After policy is created, go back to Create Role tab, reload the policy list, and select your new policy.
7. Set a role name and description, then click Create Role
8. Open the new role and copy the Role ARN into notepad. Switch to the trust relationships tab and copy the Provider ARN into notepad.

Step 4 Create User for Azure to pull Roles for Users

1 – Create Policy “List Roles”

2 – Create User with programmatic access and attach the policy with the Access and Secret Keys

3 – Send me the Provider ARN and Role ARN back to the Azure engineer along with the User and Access Keys where the balance of the configuration is completed

The Azure engineer will then complete the Provisioning section setting the mode to Auto