Another side of the current Covid situation, is the opportunity/time that we now have to work on those ideas that never made it to the forefront of our TO-DO list.
From the time I started working with Amazon Connect, I've been facing the following question: `what's going on?`
As soon as I release a new version, I want to know who is stuck with IVR/LEX, where are they at, basically, to see each caller's path.
Intuitively, I browse the real-time metrics to get an idea of the current call center state.
Unfortunately, I'm a visual guy and numbers are answers for questions that I haven't asked. It almost feels like I need to hunt for the questions that the numbers are answering.
Wouldn't it be nice if we were playing a video game and we could see the whole Amazon Connect? Let's imagine a customer comes in, he talks with the concierge, who refers him to sales. That simple.
This is what I'm spending my free time on.
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Results look promising, the latest version integrates with Amazon Connect with a delay of 1-7 seconds.
I would love to see it working on your Amazon Connect instance, let me know if you want to be part
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