Kigali - wallboards and reporting for Amazon Connect. Overview and Demo

code software an amazon advanced technology partner has created kigali a suite of reporting wall board and analytic software solutions built from the ground up using aws technologies kigali connect focuses on amazon connect kigali analytics on amazon chime and kigali number manager delivers visibility of drd ranges and associated number allocation this brief video gives an overview of kigali connect which has been specifically built for amazon connect allowing organizations to add wall boards advanced reporting and voice recording features straight out of the box presenting both historical and real-time information kegali is a server-less solution installed in less than two hours and is available on the amazon marketplace simple to use the intuitive user interface means only limited training and configuration is required users can be up and running almost immediately and the role-based access ensures that only the permitted data is visible to users throughout kigali connect users can define their exact requirements ensuring only specific and relevant information is presented visibility of trends can be seen such as peaks and troughs of call handling times resources can be allocated accordingly resulting in slas being met real-time data allows for more dynamic decision-making are queue times currently exceeding slas and are the available agents being responsive enough with all the details at your fingertips you can run your contact center as efficiently as possible allocating resources where and when required this results in the highest levels of customer satisfaction kigali connect even has gamification which is achieved through setting productivity thresholds on cues and agents visibility of performance levels leads to motivation of both agents and team leaders which ultimately increases levels of productivity the connect calls are recorded and can be easily accessed with kigali connect and used as part of agents development highlighting areas for further training kigali connect delivers the queue and agent performance statistics in two ways the on-screen dashboards and wall boards and the fully automated and configurable reports the dashboards allow users to create their own layout through the selection of relevant monitors which display either real-time or historical information can be applied to the individual monitors such as the required cues productivity thresholds for gamification and date ranges for historical trend analytics as users build the layout they can further customize it applying color schemes changing text increasing the size of the selected monitor or repositioning it on the screen if more monitors are required on a single screen the compact mode can be applied along with collapsing the menu bar all of which optimizes the screen real estate required if the dashboard is being displayed on a wall mounted monitor there is even the option to switch to dark mode once happy with the dashboard layout and configuration it can be saved either as a personal layout or common one if sharing with colleagues saved dashboard layouts can be loaded as and when required certain monitors have drill down functionality where it is possible to click through to more detailed reports directly from the dashboard here as you can see from the available agents monitor you can click through to the agent session report from which individual agents can be selected to get an even more detailed view of activity the reporting side of kigali connect includes pre-defined system report templates which can be configured to meet specific user requirements the configuration takes the form of column selection repositioning of columns filtering on column data and the ability to sort data by dragging and dropping the required fields which can be done multiple times with this level of configuration users have quick and easy access to relevant data once configured the report can be saved into the my reports section which is effectively a library of their specific reports from here the reports can be exported to pdf excel or csv format or scheduled to run automatically with a user-defined frequency the automated reports are typically delivered via email however can be saved to your s3 bucket the predefined report formats have all these reporting features and covers contacts ivr only abandon contacts and agent session the contacts report shows agent contact activity from which it is possible to click through to more detailed information here we can see specifics on the handling agent and the contact details and if a call has multiple legs they can be easily accessed by clicking on next contact from this contact detail page it is possible to play back the call recording which is used for training and monitoring purposes along with dispute resolution the agent session report delivers summary information on agents from here an agent can be selected to drill through to more detailed information a timeline visually presents the agent activity and calls can be selected to show specific details the comprehensive security policies allow admins to specify an unlimited number of user profiles which restrict use at feature organizational and connect level for example a team leader can be restricted to only view details of their relevant queues and a number of dashboard monitors the insights and metrics delivered by kigali connect will ensure your amazon connect contact center is running as efficiently and productively as possible available on a free 30-day trial why not see for yourself you

Channel: Code Software

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Id: f2Mwxq-SN54

Length: 6min 13sec (373 seconds)

Published: Thu Mar 04 2021