AWS Connect Voice Activity Test
With Amazon Connect, you can create personalized omni-channel experiences for your customers using voice and chat channels. Customers contact the agents of the Amazon Connect contact center through these channels. To speed up the process of resolving the issues raised by the customers, every channel is incorporated with multiple intents. An intent is an action the customer wants to perform. At times, hundreds of customers may contact the target Amazon Connect contact center to resolve a particular intent through voice/chat channels. During such times, the agents handling the intent through voice/chat channels should be able to resolve the customer queries on that intent within the specified time duration. This will help the contact center consistently maintain the user experience at peak. To ensure a consistently high user experience, it is essential to monitor the performance of the agents handling the intents through voice/chat channels. The AWS Connect Voice Activity Test helps administrators in this regard!
This test auto-discovers the intents that the customers want to resolve by contacting the agents through voice channels in the target Amazon Connect instance, and for each intent, this test reports the count of available agents, agents in error state, non-productive state etc. Using this test, administrators can figure out the intent that has been frequently handled by the agents and in the process, figure out how well the performance of the agents is while handing the intent. If the performance of the agents suffers while handling each intent, administrators can analyze if it is due to too many agents in error state? or is it due to too many agents being non-productive? or is it due to too many contacts contacting the contact center for the same intent? or is it due to unavailability of slots for handling each intent?
Target of the test : An Amazon Connect Contact center
Agent deploying the test : A remote agent
Outputs of the test : One set of results for each intent handled through the voice channel of the target AWS Connect that is to be monitored.
Parameter | Description |
---|---|
Test Period |
How often should the test be executed. |
Host |
The IP address of the Amazon Connect that is being monitored. |
Port |
Specify the port number at which the specified HOST listens. By default, this is NULL. |
AWS Access Key, AWS Secret Key, Confirm AWS Access Key, Confirm AWS Secret Key |
To monitor an Amazon Connect instance, the eG agent has to be configured with the access key and secret key of a user with a valid AWS account. For this purpose, we recommend that you create a special user on the AWS cloud, obtain the access and secret keys of this user, and configure this test with these keys. The procedure for this has been detailed in the Obtaining an Access key and Secret key topic. Make sure you reconfirm the access and secret keys you provide here by retyping it in the corresponding Confirm text boxes. |
AWS Default Region |
This test uses Amazon Connect CLI to interact with AWS and pull relevant metrics. To enable the test to connect to AWS, you need to configure the test with the name of the region to which all requests for metrics should be routed, by default. Specify the name of this AWS Default Region, here. |
AWS Instance ID |
Specify a unique identifier for each instance created by Amazon Connect Note: To monitor multiple instances of Amazon Connect, each instance should be added as a separate Amazon Connect component in eG and assigned a unique nick name. When configuring tests for the component, you need to make sure that the specific Amazon Connect instance to be monitored is indicated using the Instance ID parameter. |
Timeout |
Specify the maximum duration (in seconds) for which the test will wait for a response from the server. The default is 10 seconds. |
Measurement |
Description |
Measurement Unit |
Interpretation |
---|---|---|---|
Agents on after call work state |
Indicates the number of agents working in AfterContactWork state for this intent through voice channel. |
Number |
When a conversation between an agent and a contact end, the agent is automatically allocated to do After Contact Work for the contact. This includes updating the system, logging the reason for contact and outcome, updating colleagues, and scheduling follow-up actions. Compare the value of this measure across the intents to identify an intent for which maximum number of agents are working in AfterContactWork state. |
Agents available |
Indicates the number of agents who are available to take an inbound contact for this intent through voice channel. |
Number |
Ideally, the value of this measure is preferred to be high. |
Agents error |
Indicates the number of agents, who are currently working for this intent, in error state. |
Number |
The value of this measure is desired to be zero. |
Agents non productive |
Indicates the number of agents who have set a custom status in CCP, while working on this intent. |
Number |
Agents use the Amazon Connect Contact Control Panel (CCP) which is an exclusive website to interact with customer contacts. Using CCP, they receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks. |
Agents on call |
Indicates the number of agents who are currently on call with a customer for this intent. |
Number |
|
Agents on contact |
Indicates the number of agents who are currently handling a contact for this intent. |
Number |
In Amazon Connect, each interaction with a customer is a contact. The interaction can be a phone call (voice), a chat, or an automated interaction using an Amazon Lex bot. Each contact can have some data that is specific to a particular interaction. This data can be accessed as a contact attribute. For example:
An agent is considered to be in "On contact" status when he/she is handling at least one contact who is either connected, on hold, in After contact work, or outbound ring. |
Agents allocated |
Indicates the number of agents allocated for this intent who have set their status other than Offline in the CCP. |
Number |
Contact Control Panel (CCP) is a website that the agents use to communicate with contacts. Agents can also customize their status such as ‘On Call’, ‘On Contact’, ‘After Contact Work’, etc., though the CCP. |
Agents staffed |
Indicates the number of agents who are online in the CCP for this intent, and not in Non-Productive Time (a custom status). |
Number |
There are two scenarios in which this measure is not incremented:
For example, let's say an agent sets his/her status in the CCP to a custom status such as Break and he/she makes an outbound call. Now, the agent’s status is set to “On call”, but Staffed value is 0. If the agent sets his/her status in the CCP to Available and makes an outbound call, the agent’s status is set to On call and Staffed value is 1. |
Contacts in queue |
Indicates the number of contacts that are currently in the queue for this intent. |
Number |
A sudden/gradual increase in the value of this measure indicates an influx of customer queries to the contact center. A persistently high value for this measure is an indication for the business owning the contact center to right-size the contact center with adequate number of agents to handle the contacts. |
Contacts scheduled |
Indicates the number of contacts who have scheduled a call back with the agent for this intent. |
Number |
|
Oldest contact age |
Indicates the maximum time that the contact waited in queue for this intent. |
Seconds |
Compare the value of this measure across all the intents to find out an intent for which the contacts waited in the queue for longer time. A high value for this measure is an indication that all the agents of the contact center for an intent are busy. |
Slots active |
Indicates the number of active slots for this intent. |
Number |
A slot is where an agent can either connect to a contact on call or connect to concurrent contacts via chats. This value indicates the number of active slots for an intent that the agent is engaged in. |
Slots available |
Indicates the number of available slots through which an agent routes contacts to resolve this intent. |
Number |
Slots are allocated for an agent based on his/her routing profile. For example, let's say an agent's routing profile specifies he/she can handle either one voice contact or up to three chat contacts simultaneously. If he/she is currently handling one chat, they have two available slots left, not three. A slot is considered unavailable when:
Amazon Connect doesn't count an agent's slots when:
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