Automatic Anomaly Detection
Reliable internet connection cannot be taken for granted if your workforce is hybrid. When you have hundreds of agents it can become a hurdle. I just discovered a new tool that makes it easy to track and troubleshoot any network issues that may arise. It uses Open Search, Kibana and SNS, to get a clear overview of network performance for all agents. If coupled with SNS triggers it enables pretty powerful automations that can help Amazon Connects operators quickly react to any anomaly.
https://aws.amazon.com/blogs/machine-learning/real-time-anomaly-detection-for-amazon-connect-call-quality-using-amazon-es/
#amazonconnect #network #metrics