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