Why Monitor Amazon Connect?
Often, users contacting Amazon Connect contact center are dissatisfied if their issues are not resolved within a short span or if the agents attending the users' chat/call are unable to resolve the issues. If the issues raised by the users in the contact center remain unresolved and start piling up, the overall performance of the contact center may suffer and hence, the business governing the contact center may experience a loss of revenue. To ensure that the business remains at its peak performance, it is essential to periodically analyze the overall performance of the agents logging into the contact center as well as the overall performance of the contact center. For this purpose, eG Enterprise offers an exclusive Amazon Connect monitoring model that keeps a round the clock vigil on the performance of the contact center, agent activity, and availability status of Amazon Connect contact center.