Reporting & Optimization articles within Amazon Connect.

Dextr contact record filters

Amazon Connect Historical Reporting and Query Language!

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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. …
Historical data bar chart

What exactly is a Contact Trace Record?

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Exactly what  is a CTR? Amazon Connect creates a "contact trace record" with a unique "contact ID" for each phone call in or out of the contact center.   Older legacy telephone folks would call this a SMDR or CDR (station message detail…
Contact center checklist icon

Amazon Connect "Auto Post Call Customer Survey"?

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Setting up a Contact Flow to automatically transfer the caller to a post call survey is relatively easy in Amazon Connect. We use standar contact flows and several other AWS technology solutions to automate this process!

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