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