This section provides the Pre-Requisite steps for installing and setting up the Symbee Connect Business Intelligence solution.
Business Intelligence Setup Pre-requisites
Prior to downloading and deploying the main Symbee Connect Business Intelligence CloudFormation stack, the following is required - the following sub-sections provide details for each pre-requisite:
- Sign up for the Amazon QuickSight service in the AWS Account where your Contact Center services (Amazon Connect, Symbee Connect features, etc) are currently being used.
- Set up the required Amazon QuickSight Identity Management - for example, Single-Sign-On (SSO) - for your business users who will be accessing Amazon QuickSight
- Run the pre-requisite Symbee Connect Data Feeds and Reporting CloudFormation in the AWS Account where your Contact Center services are currently being used.
Pre-requisite - Sign up for Amazon QuickSight
Amazon QuickSight is used is as the default visualization BI tool for the Symbee Connect Business Intelligence solution.
If you are not already making use of Amazon QuickSight, or do not have Amazon QuickSight provisioned in the AWS account where you are running your Amazon Connect and Symbee Connect resources, you will need to follow the steps below before you deploy the Symbee Connect Business Intelligence CloudFormation stack.
If you are already using Amazon QuickSight in the AWS account where you are running your Amazon Connect and Symbee Connect resources, you can skip this step.
Follow the steps outlined in our Initial Amazon QuickSight Account Setup Step by Step Guide.
Pre-requisite - Set up Amazon QuickSight Identity Management
As part of the sign up for Amazon QuickSight, you will need to decide how your Business Users are going to authenticate during log in to Amazon QuickSight. This step is listed here as a pre-requisite, as its usually a function performed during your initial Amazon QuickSight setup. However Symbee Connect Business Intelligence does not technically require this step to be complete prior to install, so you can skip this pre-requisite initially and come back to it later if needed.
We provide a brief step-by-step guide for setting up Amazon QuickSight SAML-based SSO using Microsoft Office 365 Azure AD as the Identity Provider, as it has been a very common ask. For more details, further Amazon QuickSight SSO options and administration, and using other Identity Providers, start by referring to the Identity and Access Management section in the official Amazon QuickSight User Guide here.
Refer to our Step by Step Guide for setting up Amazon QuickSight SAML-based SSO using Microsoft Office 365 Azure AD.
Pre-requisite - Run the Data Feeds and Reporting CloudFormation
If you are already a customer using Symbee Connect and have been using one of our previous reporting solutions, or had a need to receive Symbee Connect related transaction data such as Work Codes, Interaction Trace Records (ITR's), etc into your AWS account for other integration services, you will already have the Data Feeds and Reporting CloudFormation stack deployed in your account. If this is the case, we still recommend following this step, but instead of performing a CloudFormation stack install (Create new Stack), perform an CloudFormation Stack update to make sure your stack is current.
In summary, the Data Feeds and Reporting CloudFormation (among other things) creates Kinesis Streams to receive real-time Symbee Connect event data into your AWS account. It also saves a copy of this data into an S3 bucket for retention purposes (which can be used to rebuild your Business Intelligence by way of Historical Data migration, at a later date if required). For more details on these event feeds, see here.
Refer to our Step by Step Guide for details on downloading and running the Symbee Connect Data Feeds and Reporting CloudFormation.