Once the metrics are captured by the custom softphone, the data is sent to a backend system that processes, stores, and visualizes the data. This solution deploys an open source implementation of a custom Amazon Connect softphone with extended capabilities to capture the WebRTC metrics.

The Amazon Connect softphone uses the WebRTC protocol, which produces metrics related to packet loss and latency. This allows your business to take actions to improve the customer experience. They can help you answer questions like how many calls are abnormally short, how many calls experience poor audio quality, and other common operational questions. The dashboards give your contact center supervisors and operators insights into the customer experience from both a business and operational lens. In this blog, we describe a solution which captures real-time metrics from the Amazon Connect softphone, creates easily understandable dashboards from the metrics, and makes this data searchable for further analysis. However, changes in networking conditions can result in varying audio quality from factors such as increased latency or packet loss.īy capturing and storing real-time call metrics, you can proactively monitor call quality. If your agents take calls on Amazon Connect using the softphone over the internet, the audio quality is typically high. When managing your contact center, call quality has a significant impact on the customer experience. September 8, 2021: Amazon Elasticsearch Service has been renamed to Amazon OpenSearch Service.

Call center monitor