Book Image

Amazon Connect: Up and Running

By : Jeff Armstrong
Book Image

Amazon Connect: Up and Running

By: Jeff Armstrong

Overview of this book

Amazon Connect is a pay-as-you-go cloud contact center solution that powers Amazon’s customer contact system and provides an impressive user experience while reducing costs. Connect's scalability has been especially helpful during COVID-19, helping customers with research, remote work, and other solutions, and has driven adoption rates higher. Amazon Connect: Up and Running will help you develop a foundational understanding of Connect's capabilities and how businesses can effectively estimate the costs and risks associated with migration. Complete with hands-on tutorials, costing profiles, and real-world use cases relating to improving business operations, this easy-to-follow guide will teach you everything you need to get your call center online, interface with critical business systems, and take your customer experience to the next level. As you advance, you'll understand the benefits of using Amazon Connect and cost estimation guidelines for migration and new deployments. Later, the book guides you through creating AI bots, implementing interfaces, and leveraging machine learning for business analytics. By the end of this book, you'll be able to bring a Connect call center online with all its major components and interfaces to significantly reduce personnel overhead and provide your customers with an enhanced user experience (UX).
Table of Contents (17 chapters)
1
Section 1: Planning
6
Section 2: Implementation

Establishing analysis

Configuring QuickSight to access the data is straightforward. In the next few steps, we will configure this connectivity:

  1. From the QuickSight main screen, locate the New analysis button in the upper-left corner of the screen. You can look at Figure 11.29 to identify its location:

    Figure 11.29 – Creating a new analysis

  2. A new screen will appear, which should currently be blank unless you have existing configurations deployed in QuickSight. To connect our dataset, click on the New dataset button on the screen's upper left-hand side (Figure 11.30):

    Figure 11.30 – New dataset

  3. We are looking for Athena in the list of services that are available for connection. We allowed access to S3, but we want to connect QuickSight to Athena. Locate Athena in the list of services. It should look like Figure 11.31:

    Figure 11.31 – Athena

  4. Once you click Athena, a new popup will appear, as shown in Figure 11.32. Enter a name for the data source...