Business Intelligence (SCBI) Predefined Reports

Symbee Connect Business Intelligence (SCBI) offers a complete set of predefined out-the-box Contact Center focused reports. As the solution uses Amazon QuickSight for visualization, these are referred to as the predefined (or managed) Amazon QuickSight Dashboards.

Deploying the Predefined Dashboards

All the Symbee Connect Business Intelligence (SCBI) predefined dashboards are available for install through the Symbee Connect Administration Portal, from the QuickSight Reports Deployment option under the Reporting section of the main Function Menu.

See Deploying and Updating SCBI Predefined Dashboards for further details.

Categories and Naming Conventions

When deployed, the SCBI predefined Amazon QuickSight Dashboards arrive into your Amazon QuickSight instance in a Shared Folder that will be named scbi-managed...

Top-level Dashboard Categorization

Within the scbi-managed folder, the Dashboards are organized into the following top-level sub-folders:

Amazon Connect

All dashboards under the Amazon Connect top-level folder provide visualizations of the data collected from Amazon Connect data sources. Namely:

Amazon Connect Contact Trace Records (CTR's),
Amazon Connect Agent Events
Amazon Connect Contact Lens

These dashboards provide reporting over all Amazon Delivered interactions (contacts).

As a naming convention, any dashboard with the word Contact in the dashboard name indicates its a dashboard of this category.

Integrated

All dashboards under the Integrated top-level folder provide visualizations of the data collected from both Amazon Connect and Symbee Connect data sources in a merged view of the data. Namely:

Amazon Connect Contact Trace Records (CTR's)
Amazon Connect Agent Events
Amazon Connect Contact Lens
Amazon Connect real-time API's
Symbee Connect Interaction Trace Records (ITR's)
Symbee Connect Work Codes
Symbee Connect Optimize Evaluations

These dashboards provide integrated/merged reporting over all Amazon Delivered contacts and Symbee Connect Delivered interactions.

As a naming convention, any dashboard with the word Interaction in the dashboard name indicates its a dashboard of this category.

Real-time

All dashboards under the Real-time top-level folder provide visualizations of the data collected from Amazon Connect and Symbee Connect real-time data sources. Namely:

Amazon Connect real-time API's
Symbee Connect real-time API's

Utilities

Dashboards under this folder are transaction-level, provided to assist with trouble-shooting and verification, allowing you to filter and drill down to the exact contacts or interactions being reported on other aggregated view dashboards.

Lower-level Dashboard Categorization

Within the scbi-managed folder, under the Amazon Connect and Integrated top-level folders, dashboards are further categorized into the following three types:

Endpoint Activity

Dashboards in these sub-folders, and with the word Endpoint in their name, focus on all contacts or interactions, inbound and outbound, regardless of whether the contact or interaction ended up reaching a Queue or an Agent or neither.

In terms of scope - if your Contact Center has a total volume of say 100,000 contacts per day, these dashboards will focus on the entire 100,000 contacts/interactions.

As an example, contacts for customers that 100% self-serve on contact flows, or are transferred externally directly from a contact flow would be included in the scope of these. The term Endpoint therefore refers to, for example, one of your Dialed Numbers (not called a Phone Numbers report specifically though as it may technically contain contacts from beyond just the Phone channel).

Queue Activity

Dashboards in these sub-folders, and with the word Queue in their name, focus on all contacts or interactions that at least reach a Queue (regardless of whether they are handled by an agent). In terms of scope - if your Contact Center has a total volume of say 100,000 contacts per day, with only 90,000 of those contacts entering queue for human interaction, these dashboards will focus on the 90,000 contacts.

As examples, Queue reports don't focus on contacts for customers that 100% self-serve on contact flows, or are transferred externally directly from a Contact Flow. Queue reports will focus on abandoned contacts though, as a contact has to reach a queue before it can be classed as abandoned.

Routing Profile Activity (specific to Amazon Connect dashboards)

Dashboards in these sub-folders, and with the word Routing Profile in their name are specific to Amazon Connect delivered contacts, and have the same focus as the Queue Activity dashboards (above), however they show data aggregated to the Amazon Connect Routing Profile level rather than an individual Queue level.

Agent Activity

Dashboards in these sub-folders, and with the word Agent in their name, focus on all contacts or interactions reaching queue (or are outbound) and are handled by an agent. In terms of scope - if your Contact Center has a total volume of say 100,000 contacts per day, with only 90,000 of those contacts entering queue for human interaction, but 1000 abandons, these dashboards will focus on the 89,000 contacts.

As examples, Agent reports don't focus on Abandoned contact statistics or metrics, as if a contact is handled it will therefore never be categorized as an abandon.

Historical versus Current Day naming convention

Lastly, throughout the predefined out-the-box SCBI dashboards, you will see the words of Current Day or Historical in the dashboard names.

The reasons for separation of Historical versus Current Day dashboards are two-fold: make dashboards as performant as possible to the end-user, and provide the most cost-effective use of Amazon QuickSight SPICE and Amazon Athena (see here for a brief overview of what Amazon QuickSight SPICE is).

Historical named Dashboards

As a rule, any dashboard with Historical in its name indicates its data is being sourced from a SPICE based Data set in Amazon QuickSight. SPICE datasets are shared by all Amazon QuickSight users, and are refreshed on a schedule (for example, early each morning, to contain all data up until the end of the previous day).

As a result Historical dashboards will not contain data from the current day, but will however be very performant (as they are sourcing all their requests from the SPICE cache, rather than making Direct Queries on the back end data source each time).

Current Day named Dashboards

As a rule, any dashboard with Current Day in its name indicates its data is being sourced from a Direct Query (aka non-SPICE) Data set in Amazon QuickSight. Direct Query datasets communicate with the backend live data source for each and every request.

As a result Current Day dashboards are designed for use when reporting / visualizing your recent data, and will include results for live "from today" data as soon as it arrives in the backend data source. However, setting a From/To time-range on these dashboards that is scoped for beyond the current day's data, while it lets you do it, will be slower in returning its responses as the data set is performing direct queries on the backend data source for each request.

List of Predefined Dashboards

Amazon Connect
- Amazon Connect Agent Reports
  - Current Day Agent Contacts Activity
  - Current Day Agent Login Logout Activity
  - Current Day Agent Online Report
  - Current Day Agent Queue Contacts Activity
  - Current Day Agent States Count Report
  - Current Day Agent States Report
  - Current Day Agent Transfers Activity
  - Historical Agent Contacts Activity
  - Historical Agent Login Logout Activity
  - Historical Agent Queue Contacts Activity
  - Historical Agent States Count Report
  - Historical Agent States Report
  - Historical Agent Transfers Activity
- Amazon Connect Endpoint Reports
  - Current Day Endpoint Contacts Activity
  - Historical Endpoint Contacts Activity
- Amazon Connect Queue Reports
  - Current Day Queue Agent Contacts Activity
  - Current Day Queue Contacts Activity
  - Historical Queue Agent Contacts Activity
  - Historical Queue Contacts Activity
- Amazon Connect Routing Profile Reports
  - Current Day Routing Profile Contacts Activity
  - Current Day Routing Profile Transfers Activity
  - Historical Routing Profile Contacts Activity
  - Historical Routing Profile Transfers Activity
Integrated
- Integrated Agent Reports
  - Current Day Agent Email Interaction Activity
  - Current Day Agent Interaction Activity
  - Current Day Agent Preview_Progressive Interaction Activity
  - Current Day Agent Queue Interaction Activity
  - Historical Agent Email Interaction Activity
  - Historical Agent Interaction Activity
  - Historical Agent Preview_Progressive Interaction Activity
  - Historical Agent Queue Interaction Activity
- Integrated Endpoint Reports
  - Current Day Endpoint Interaction Activity
  - Historical Endpoint Interaction Activity
- Integrated Queue Reports
  - Current Day Queue Agent Interaction Activity
  - Current Day Queue Email Interaction Activity
  - Current Day Queue Interaction Activity
  - Current Day Queue Preview_Progressive Interaction Activity
  - Historical Queue Agent Interaction Activity
  - Historical Queue Email Interaction Activity
  - Historical Queue Interaction Activity
  - Historical Queue Preview_Progressive Interaction Activity
- Integrated Work Codes Reports
  - Current Day Work Code Interaction Activity
  - Historical Work Code Interaction Activity
- Optimize Evaluation Reports
  - Historical Evaluations Summary
Real-time
- Agents Real-time
- Queue Interval Real-time
- Queue Real-time
Utilities
- Current Day Interaction Search