Entries by Peter Buswell

Amazon Connect Historical Reporting Engine with Dextr Flex

Real time or Historical Report? If you think about reporting there is a fine line that separates a “real time” display from a “historical” record.   It would also be wise to say “near real time” as even the mechanic of displaying data takes some small amount of time.   So then, where is the line that […]

Dextr Flex for Amazon Connect releases “Bring Your Own Channel!”

Bring your own Channel Dextr Flex implements a “‘bring your own channel” that enables an enterprise to integrate any business process event with the Amazon Connect instance.   This enables business processes to be brought to the attention of any Agent or Queue in the Call center.   Some examples of where the Dextr Flex Web Hook […]

Amazon Connect – Dextr Flex enables a supervisor to change an Agent state

Forced Release In most call centers, when a call is presented to an Agent, if they do not accept the call, they are marked as “forced release”.    This requires that they manually return to “available” if they are to continue taking calls.  This strategy makes sense as there is not need to waste a […]

Dextr Flex introduces Historical Reporting for Amazon Connect Contact Centers

Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect.   A new ICON has been added to the dashboard navigation panel,  when clicked brings you into the Historical report generator.    Click “create report” and you can then name your report, choose a reporting interval, select any or […]

Dextr Enables Voice Analytics with LENS integration!

Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer sentiment are occurring, or whether the agents are complying with regulatory requirements. This is challenging because audio data is virtually impossible for computers to search […]