eGain Analytics for Amazon Connect™

eGain Analytics for Amazon Connect™ is a rich and scalable solution for omnichannel analytics and customer journey insights for Amazon Connect™. It offers connected analytics to measure, manage, and orchestrate digital engagement.

CX – Customer Experience

  • IVR journey analytics
  • IVR self-service rate
  • Answer/abandon rates
  • Wait times and SLAs
  • Hold time

AX – Agent Experience

  • Status & reason codes
  • AHT
  • Wrap time
  • Transfers (from? to?)
  • Agent-to-agent consults

BX – Business Experience

  • Incoming volumes
  • Utilization
  • Occupancy
  • Custom attributes
  • Historical, intra-day, real-time & detail reports


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