• Course

Amazon Connect Analytics Reporting and Visualizations

Amazon Connect Contact Lens provides powerful capabilities for analyzing customer conversations through speech and chat transcriptions, natural language processing, and intelligent search features. This course will equip you with the knowledge and skills to maximize the value of these tools through effective reporting and visualization strategies. In this course, you will learn to harness Contact Lens conversational analytics to understand customer contact drivers, monitor performance trends, and develop meaningful insights through customized dashboards. You will learn advanced search configurations to quickly locate relevant conversations based on specific criteria including sentiment scores, keywords, and categories. Additionally, you will learn to create automated alert systems that notify supervisors in real time when specific conditions occur during customer interactions, enabling timely intervention. Whether you are responsible for contact center operations, business intelligence, or performance analysis, this course will enhance your ability to extract actionable insights from customer interactions. You will learn to present these insights in meaningful visualizations that drive business decisions.