Unlock Rich Insights into Voice Quality with Contact Records in Amazon Connect

In this video, discover how to optimize your Amazon Connect contact center with voice quality analysis and monitoring.

To ensure good voice quality when using Amazon Connect, certain network requirements should be met:

• WebRTC Packet Loss - Should be less than 2% for optimal quality. Higher packet loss can cause audio issues like choppy voice or dropped calls.
• Round Trip Time (RTT)
• Above 300ms latency becomes noticeable and can make conversations feel sluggish.
• Above 500ms latency often results in people talking over each other as the delay is too long.
• Jitter - Should remain under 30ms for smooth audio. Higher jitter can cause jittery or distorted audio.

If these requirements are not met, it can be difficult for the IT operations team to quickly identify the root cause of voice quality issues.

This video details two solutions for identifying and resolving voice quality issues:
1. Analytics Data Lake Approach to gain deep business insights and enhance decision-making.
2. Real-time Monitoring Solution for proactive issue detection and resolution.

We'll cover:
• Understanding voice quality metrics in contact records
• Analyzing agent device information and potential disconnect issues
• Creating interactive dashboards with QuickSight and Amazon Q
• Setting up CloudWatch alarms and notifications
• Best practices for network connectivity

Whether you're a manager, supervisor, or IT DevOps professional, this video provides the tools and knowledge you need to ensure optimal voice quality and customer experience in your Amazon Connect contact center.

Learn more:
• Amazon Connect Contact Records for: https://go.aws/3XevIxc
• Getting device information: DeviceInfo
• Monitoring voice quality: QualityMetrics
• Gaining insights about disconnect issues: DisconnectDetails

• Analyzing log data with Amazon CloudWatch Logs Insights: https://go.aws/3ALYTPp

• Creating metric filters in Amazon CloudWatch: https://go.aws/3MCStoN

• Using Amazon CloudWatch alarms: https://go.aws/3ACvc3k

Amazon Connect Operational Workshop: https://catalog.workshops.aws/amazon-...

• Stream contact records by Amazon Kinesis Data Streams and process the data by an AWS Lambda function: https://catalog.workshops.aws/amazon-...

• Analytics data lake for Amazon Connect contact center data: https://docs.aws.amazon.com/connect/l...

• Running SQL queries using Amazon Athena: https://docs.aws.amazon.com/athena/la...

• Available data source connectors of Amazon Athena: https://docs.aws.amazon.com/athena/la...

• Using the Amazon Athena Power BI connector: https://docs.aws.amazon.com/athena/la...
• Amazon Q in Amazon QuickSight:
• https://aws.amazon.com/quicksight/q/
• https://community.aws/content/2bdXbPB...

#AmazonConnect #ContactCenter #VoiceQuality #aws