Step 2: Configure Amazon Connect

After you set up the Amazon Services, configure the following elements of your Amazon Connect instance.

Data Storage and Data Streaming

You must enable data storage and data streaming for your Amazon Connect instance. Enabling data storage allows Amazon Connect to store exported reports and call recordings in your S3 bucket. Enabling data streaming allows Amazon Connect to stream CTRs for QM.

Enable data storage for call recording

If you are using QM, enable data storage for call recording.

  1. In the AWS Management Console, navigate to your Amazon Connect instance.
  2. In the left-hand menu, click Data storage.
  3. In the Call recordings section, click Edit.
  4. Select Enable call recording.
  5. Select Select an existing S3 bucket.

  6. Configure the fields as follows.

    Field Configuration
    Name

    Select the S3 bucket that you created for Calabrio ONE
    Path prefix

    Enter a unique prefix followed by a forward slash. This prefix creates a folder in the S3 bucket where call recordings are stored.

    BEST PRACTICE   Enter CallRecordings/ as the prefix.
    Encryption options for call recordings (Optional) Select Enable encryption if you want to encrypt your call recordings.
  7. Click Save.

Enable data storage for exported reports

If you are using QM enable data storage for exported reports.

  1. In the AWS Management Console, navigate to your Amazon Connect instance.
  2. In the left pane, click Data storage.
  3. Under Exported reports, click Edit.
  4. Select Enable exported reports.
  5. Select Select an existing S3 bucket.

  6. Configure the fields as follows.

    Field Configuration
    Name

    Select the S3 bucket that you are using for Calabrio ONE.
    Path prefix

    Enter a unique prefix followed by a forward slash. This prefix creates a folder in the S3 bucket where exported reports are stored.

    BEST PRACTICE   Enter Reports/ as the prefix.
    Encryption options for call recordings (Optional) Select Enable encryption if you want to encrypt the reports.
  7. Click Save.

Enable data streaming

  1. In the AWS Management Console, navigate to your Amazon Connect instance.
  2. In the left pane, click Data streaming.
  3. Select Enable data streaming. The Contact Trace Records and Agent Events sections appear.

  4. If you are using QM, configure the Contact Trace Records section. Select Kinesis Firehose, and then in the drop-down menu select the Firehose that you created for Calabrio ONE.

    NOTE   Amazon Connect also allows users to export CTRs with a Kinesis stream. If you want to use this configuration, you must configure a Kinesis Firehose that uses a Kinesis stream as a source and write a Lambda function that inserts a new line after each CTR.

  5. Click Save.

Login/Logout Report

The Login/Logout report records every time every agent logs on to and out of Amazon Connect during the time period that the report covers. Calabrio ONE uses it to sync users and teams with their equivalents in Amazon Connect.

First, create and configure a Login/Logout Report.

Create and configure the Login/Logout Report

  1. Log on to your Amazon Connect instance.
  2. In the left pane, point to the Metrics and quality icon, and then click Login/Logout report.
  3. Under Time range, select Today (since 12 am).
  4. Under Time zone, select the time zone for your organization.

  5. Click Save, and then in the Name field, type a name for the report.

    BEST PRACTICE   Name this report LoginLogout.

Second, schedule the Login/Logout report to run.

Schedule the Login/Logout Report

  1. In the report you just created, click the drop-down arrow next to Save, and then click Schedule.
  2. Select the Recurrence tab.

    • Under Generate this report, select Daily.

      NOTE   You can only schedule this report to automatically export once a day. Unless you manually generate and upload the report to the S3 bucket, this means that new users, new teams, and changes to existing users are only updated in Calabrio ONE once a day, even if you have set the interval so that Calabrio ONE checks the login/logout report folder for the login/logout report more often.

    • Under Time zone, select UTC.

  3. Select the Delivery Options tab, and then enter a unique prefix in the Prefix field. A subfolder is created in the default location for exported reports that is named with this prefix. When the Login/Logout report is exported, it is stored in this subfolder.

    BEST PRACTICE   Enter LoginLogout as the prefix.

  4. Click Create.

Custom Report for Service Queue Historical Data

You must create and save a custom report that contains historical data for all your Amazon Connect queues.

First, create and save a new report with the following configurations.

Create and save a report for Service Historical Data

  1. Log on to your Amazon Connect instance.
  2. In the left pane, point to the Metrics and quality icon, and then click Historical metrics.
  3. In the Queues drop-down list, click Contact metrics.
  4. Click the Settings icon in the upper-right-hand corner.
  5. Click the Interval & Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time range, select Today (since 12 am).
  6. Click the Groupings tab. Make sure that Queue and Interval are included in the selected groupings.
  7. Click the Metrics tab, and then select Agent metrics. Select the following metrics:
    • Contacts incoming
    • Contacts handled
    • Contacts abandoned
    • After contact work time
    • Customer hold time
    • Contact handle time
    • Agent contact time
    • Agent non-response

    • Service level <number> seconds

      NOTE   Amazon Connect allows you to select a range of service level seconds, from “Service level 15 seconds” to “Service level 600 seconds.” Select the service levels that you want to include in the report and thus use in Calabrio ONE. The metric that you select in this report must match the value that you select in the Service Level Threshold field.

    IMPORTANT   If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  8. Click Apply.
  9. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Name this report ServiceHistorical.

    • Click Save.

Second, schedule the report that you just created to run.

Schedule the report for Service Historical Data

  1. In the report you just created, click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  3. Click the Delivery Options tab, and then enter a prefix in the Prefix field. A subfolder is created in the default location for exported reports that is named with this prefix. When this custom report is exported, it is stored in this subfolder.

    BEST PRACTICE   Enter ServiceHistorical as the prefix.

  4. Click Create.

Custom Report for Agent Productivity Data

You must create and save a custom report that contains historical data about your Amazon Connect agents that is not associated with a specific queue.

First, create and save a new report for agent productivity data.

Create and save a custom report for agent productivity data

  1. Log on to your Amazon Connect instance.
  2. In the left pane, point to the Metrics and quality icon, and then click Historical metrics.
  3. In the Agents drop-down list, click Agent performance.
  4. Click the Settings icon in the upper-right-hand corner.
  5. Click the Interval and Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time Range, select Today (since 12 am).
  6. Click the Groupings tab. Make sure that Interval and Agent are included in the selected groupings.
  7. Click the Metrics tab, and then select Agent metrics. Select only the following metrics:
    • Agent idle time
    • Non-productive time
    • Online time
    • Agent on contact time

    IMPORTANT   If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  8. Click Apply.
  9. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Name this report AgentProductivity.

    • Click Save.

Second, schedule the report that you just created to run.

Schedule a custom report for agent productivity data

  1. In the report you just created, click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  1. Click the Delivery Options tab, and then enter a prefix in the Prefix field. A subfolder is created in the default location for exported reports that is named with this prefix. When this custom report is exported, it is stored in this subfolder.

    BEST PRACTICE   Enter AgentProductivity as the prefix.

  2. Click Create.

Custom Report for Agent Productivity Data by Queue

You must create and save a custom report that contains historical data about your Amazon Connect agents that is associated with specific queues.

First, create and save a new report for agent productivity data by queue.

Create and save a custom report for agent productivity data by queue

  1. Log on to your Amazon Connect instance.
  2. In the left pane, point to the Metrics and quality icon, and then click Historical metrics.
  3. In the Agents drop-down list, click Agent performance.
  4. Click the Settings icon in the upper-right-hand corner.
  5. Click the Interval and Time range tab.
    • Under Interval, select 30 Minutes.
    • Under Time Zone, select the time zone for your organization.
    • Under Time Range, select Today (since 12 am).
  6. Click the Groupings tab. Make sure that Interval, Agent, and Queue are included in selected groupings.
  7. Click the Metrics tab, and then select Contact metrics. Select the following metrics:
    • Contacts handled
    • Contacts transferred out
    • After contact work time
    • Customer hold time
    • Contact handle time
    • Agent contact time
    • Agent on contact time

    IMPORTANT    If you select other metrics, Calabrio ONE will ignore them. If this report is missing any metrics that Calabrio ONE requires, it will be moved to the penaltyBox subfolder for the report in the S3 bucket when Calabrio ONE processes it.

  8. Click Apply.
  9. Click Save.

    • In the Name field, type a name for the report.

      BEST PRACTICE   Name this report AgentProductivityByQueue.

    • Click Save.

Second, schedule the report that you just created to run.

Schedule a custom report for agent productivity data by queue

  1. In the report you just created, click the drop-down arrow next to Save, and then click Schedule.
  2. Click the Recurrence tab.
    • Under Generate this report, select Hourly, and then select every 0.5 hours.
    • Under Starting at, select 1 AM. The time zone is UTC by default.

    • Under For the previous, select how many hours (0–24) of past data you want the report to include from the time that it runs.

      BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  3. Click the Delivery Options tab, and then enter a prefix in the Prefix field. A subfolder is created in the default location for exported reports that is named with this prefix. When this custom report is exported, it is stored in this subfolder.

    BEST PRACTICE   Enter AgentProductivityByQueue as the prefix.

  4. Click Create.

Custom Report for Contact Metrics

Firstly, you must create and save a custom report that contains contacts handled data. Secondly, you must schedule the report to run.

Create and save a contacts handled report for contact metrics

  1. Log on to your Amazon Connect instance.

  2. In the left pane under Analytics and optimization, select Saved reports.

  3. Click the Historical metrics tab.

  4. Click the Create New button. The Table Settings window opens.

  5. Click the Interval & Time range tab. Then, make the following selections.

    • Under Interval, select 30 Minutes.

    • Under Time Zone, enter UTC.

    • Under Time range, select Last 24 hours.

  6. Click the Groupings tab.

    • Under Grouping options, select Interval so that it moves under Selected groupings.

  7. Click the Metrics tab. Then, make the following selection.

    • Click Contacts handled incoming.

  8. Click Apply.
  9. Click Save report.

  10. In the Name field, type a name for the report.

    BEST PRACTICE   Name this report ContactHandledIncomingCount.

  11. Click Save.

Schedule the contacts handled report for contact metrics

  1. Locate the report you just created in Analytics and optimization > Saved reports > Historical metrics tab.

  2. Hover over the report and click the Schedule report icon.

  3. Click New Schedule.

  4. Click the Recurrence tab.

  5. Under Generate this report, select Hourly.

  6. Under Runs every, select 1 hour.

  7. Under Starting at, select your desired start time.

  8. Under For the previous, select 2 hours.

    BEST PRACTICE   The report includes data only on calls that begin during the hours that you select. It does not include data on calls that are active during the hours that you select but begin before them. To make sure that your data is accurate, select the number of hours based on how long your average calls are.

  9. Under In this time zone, select UTC.

  10. Click the Delivery Options tab, and then enter a prefix in the Prefix field. A subfolder is created in the default location for exported reports that is named with this prefix. When this custom report is exported, it is stored in this subfolder.

    BEST PRACTICE   Enter Contacts as the prefix.

  11. Click Save.

NOTE   Later in Step 3: Add Amazon Connect as an ACD , the field, "S3 Folder For Contacts" is where you enter the path to the S3 bucket where Calabrio ONE processes contacts handled.