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Amazon Connect now provides a Contact Lens conversational analytics dashboard

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Amazon Connect now provides a pre-built Contact Lens conversational analytics dashboard that enables customers to understand why customers are contacting, the trends of contact drivers over time, and the performance of each of those call drivers (e.g., average handle time for call driver “where’s my stuff?”). You can view and compare real-time and historical aggregated performance, trends, and insights using custom-defined time periods (e.g., week over week), summary charts, time-series chart, etc. Managers can uncover trends and patterns for different call drivers across key metrics including contacts handled and average handle time. For example, contact center managers can use this dashboard to identify which call driver is driving a spike in contact volume and, in one click, drill down into that category by analyzing individual contacts. 

QuickSight launches Custom Time Zone

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Amazon QuickSight is excited to announce the launch of Custom Time Zone feature. This feature aims to improve the experience for customers dealing with data spanning diverse geographic regions, offering QuickSight authors enhanced flexibility in interpreting and manipulating data with time zones customized to their preferences, beyond the constraints of UTC. Before this feature, QuickSight lacked time zone awareness. Customers have to explicitly define time zone conversions through offset calculated field for individual data fields from different sources. With the introduction of out-of-the-box support for Custom Time Zone, dashboard authors can effortlessly select their desired time zone with a single click. QuickSight will seamlessly convert all time-aware visual dimensions, aggregated measures, calculated fields, filters, and parameters to the chosen time zone during query execution, in a timely manner. Furthermore, Daylight Saving Time adjustments are automatically applied, eliminating the need for workarounds that may inaccurately handle historical dates. For further details, visit here .

QuickSight launches Custom Week Start

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Amazon QuickSight is excited to announce the launch of Custom Week Start feature, an addition designed to enhance the data analysis experience for customers across diverse industries and social contexts. Previously, QuickSight defaulted to starting the week on Sunday, offering no flexibility for customers to designate their preferred week start day. With the Custom Week Start feature, QuickSight authors can customize the start day of the week with a single click. QuickSight will then seamlessly convert all date-aware dimensions, calculated fields, and filters aggregated at the week level to be aligned with the selected week start day. For further details, visit here .

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