Amazon Connect analytics
Know what needs attention in your contact center.
Pixel72 brings Amazon Connect dashboards and natural-language investigations together, helping supervisors and leaders understand performance, investigate changes, and decide where to focus next.
⚠ Needs attention · Customer Support
Customers are waiting longer, and more are abandoning.
11 AM-1 PM · Midday peak
Wait times increased as contact demand rose, while abandonment increased and service level declined.
Customer wait
53 sec
Last 3 days
1m 42s
+49 sec
Longer wait
Average wait
1m 42s
↑ from 53 sec
Abandonment
11.4%
↑ from 6.9%
Service level
72%
↓ from 86%
Customer Support · Contact demand
Contacts per hour · Last 3 days
What changed together
What changed during the midday peak
Recommended next step
Investigate what changed in Customer Support.
Investigate which queues contributed most to the change and compare performance with the prior period.
See recommended action →Illustrative Pixel72 product experience · Example data
- Amazon Connect Analytics
- Contact Center KPIs
- Queue Performance
- Agent Performance
- Supervisor Dashboards
- Natural Language Analytics
01 / Start the day
See what needs attention.
Pixel72 provides operational dashboards for contact center and queue performance and surfaces meaningful changes in your Amazon Connect data, so you know where to focus without hunting through reports.
- Attention detection
- Spot meaningful changes automatically.
- Queue health
- See which queues need attention.
- Connected signals
- See how wait, abandonment, demand, and service level changed together.
Today's attention
Customers are waiting longer and abandoning more.
Customer Support stands out compared with the prior period.
Average wait
1m 42s
↑ from 53 sec
Abandonment
11.4%
↑ from 6.9%
Service level
72%
↓ from 86%
Customer Support
What changed?
Abandonment increased from 6.9% to 11.4% compared with the prior period.
Abandonment rate
6.9% → 11.4%
+4.5 ptsAverage wait time
28s → 46s
+18sAbandonment rate trend
Prior period vs. current periodAbandonment by time of day
Change vs. prior period- 11 AM–1 PM+6.1 pts
- 9–11 AM+3.4 pts
- 1–3 PM+2.2 pts
The largest increase occurred between 11 AM and 1 PM.
02 / Investigate
Understand what changed.
Pixel72 connects the evidence behind a change so you can investigate what happened without building another report.
- Plain-language Ask
- Investigate changes by asking questions naturally.
- Queue-level investigation
- See where the change is concentrated.
- Connected evidence
- See which signals changed during the same period.
03 / Take action
Know where to focus next.
Pixel72 turns what you discovered into a clear place to continue the investigation. The decision stays with you.
- Guided next step
- Move from evidence to the next investigation.
- Trusted drill-in
- Go directly to the supporting Pixel72 view.
- Continue with Ask
- Keep investigating without starting over.
Insight
Abandonment increased
Your abandonment rate rose from 6.95% to 11.45% compared to the previous period.
+4.50 pp
+65% increase
A higher abandonment rate indicates more customers are leaving the queue before being connected.
What this means
Wait and demand also increased. More customers are disconnecting before reaching an agent. Of every 100 customers who contact Customer Support, about 7 were abandoned before and about 11 are now.
Recommended next steps
Review coverage where Customer Support is under the most pressure.
Recommended supervisor action
Wait and abandonment increased while demand was higher. Use the queue breakdown to identify where the pressure is concentrated and decide whether coverage or another operational adjustment is appropriate.
Example product data only. Not live customer data.
04 / Security
Your AWS.
Your data.
Pixel72 works with your existing Amazon Connect analytics environment. Your source analytics stay in your AWS account, queries run there, and only the analytics results needed to power Pixel72 are returned.
Security FAQ topics →Source data stays in your AWS
Your Amazon Connect analytics dataset remains in your AWS account. Pixel72 does not copy or ETL it into a separate analytics platform.
Queries run in your AWS
Pixel72 queries only the analytics resources you authorize in your AWS environment.
Controlled, tenant-scoped access
Access is limited to the Connect analytics resources you authorize. Pixel72 does not modify your source analytics data.
Analytics results power Pixel72
Only the analytics results needed for dashboards, investigations, and Ask are returned to Pixel72.
Source data stays in your AWS
01 / Your AWS
Amazon Connect analytics stay here.
Queries run in your AWS environment.
Account boundary
02 / Secure access
Pixel72 accesses only the analytics resources you authorize.
Analytics results returned to Pixel72
03 / Pixel72
Analytics results power your dashboards, investigations, and Ask experience.
05 / Built for your AWS environment
Use the analytics infrastructure you already have.
Pixel72 queries your existing Amazon Connect analytics data through Athena. There's no separate analytics pipeline to build and no recurring Glue ETL required for the standard deployment.
01 / Data
Your source data stays in your AWS account
Pixel72 works with your existing Amazon Connect analytics environment.
02 / Query
Queries run against your AWS environment
Athena queries execute against your existing analytics data.
03 / Infrastructure
No separate data warehouse required
Use the AWS analytics infrastructure you already have.
06 / Get started
Ready to see Pixel72 in action?
See how Pixel72 helps Amazon Connect supervisors understand performance, investigate changes, and focus on what matters.
- 14-day free trial
- No long-term contracts
- Your source data stays in your AWS account