Oct 1, 2026 · 47 min · 13 segments
**Amazon Connect’s New Real-Time Tools for Smarter Contact Centers** Amazon Connect is expanding how contact centers report, route work, and manage their teams. In this episode, Douglas and Elias…
We've got, uh, compact mode on analytics dashboards.
This one might have snuck out.
I must say, I think it is, uh, uh, it's definitely a nice to have, and it is something that has, um, uh, I know it's annoyed some customers having to resize things, reshape them.
There's a lot of real estate taken up by the first sort of out of the box dashboard, so being able to push it into compact mode, particularly if you're gonna try and look at it on a tablet or something smaller.
But also inversely, I think a lot of customers have said, um, I know it's not a common thing these days, but on a wall board, they wanna expand it out, they wanna make it bigger font.
It's a very common thing.
Yeah.
And yes, equally, if I wanna now have it on my own monitor and my own dashboard, I want it compact.
Yep.
No, I, I have a meeting on Monday with a local council in South Australia about exactly this issue, is- issue, putting dashboards on, on, uh, on, uh, on wall boards.
Um, do you wanna, do you wanna take the next one, Elias?
Um, essentially allowing every step, every decision that's taken, uh, through the routing engine, whether that's precision-based routing, um, maybe an overflow from different teams to now show you that entire path end to end.
Um, and once it's in the data lake, obviously you can use your own visualization layer if that's what you want, uh, to use to bring up the, the routing steps.
You know, try to understand why it's taken us maybe three queues overflowed at this time.
Is there a constant occurrence for the teams to be busy? Hey, let's look at the value of these customers coming through at this time.
Can we maybe route them to a different place? So, um, really important, probably not, um, immediate to some people, but I think as you collect these data steps within the data lake, they become more and more powerful for organizations.
I couldn't agree more, and I still think, I've been saying it since at least episode nine, I'm just looking back at when Yasser was on as a guest.
Uh, the...
I think many customers sleep on the data lake.
They don't realize it's there.
We've got, uh, compact mode on analytics dashboards.
This one might have snuck out.
I must say, I think it is, uh, uh, it's definitely a nice to have, and it is something that has, um, uh, I know it's annoyed some customers having to resize things, reshape them.
There's a lot of real estate taken up by the first sort of out of the box dashboard, so being able to push it into compact mode, particularly if you're gonna try and look at it on a tablet or something smaller.
But also inversely, I think a lot of customers have said, um, I know it's not a common thing these days, but on a wall board, they wanna expand it out, they wanna make it bigger font.
It's a very common thing.
Yeah.
And yes, equally, if I wanna now have it on my own monitor and my own dashboard, I want it compact.
Yep.
No, I, I have a meeting on Monday with a local council in South Australia about exactly this issue, is- issue, putting dashboards on, on, uh, on, uh, on wall boards.
Um, do you wanna, do you wanna take the next one, Elias?
Um, essentially allowing every step, every decision that's taken, uh, through the routing engine, whether that's precision-based routing, um, maybe an overflow from different teams to now show you that entire path end to end.
Um, and once it's in the data lake, obviously you can use your own visualization layer if that's what you want, uh, to use to bring up the, the routing steps.
You know, try to understand why it's taken us maybe three queues overflowed at this time.
Is there a constant occurrence for the teams to be busy? Hey, let's look at the value of these customers coming through at this time.
Can we maybe route them to a different place? So, um, really important, probably not, um, immediate to some people, but I think as you collect these data steps within the data lake, they become more and more powerful for organizations.
I couldn't agree more, and I still think, I've been saying it since at least episode nine, I'm just looking back at when Yasser was on as a guest.
Uh, the...
I think many customers sleep on the data lake.
They don't realize it's there.
The rest of this transcript — segmented and speaker-labeled, so you land on the exact moment something was said
Search every transcript — by keyword, by phrase, or by meaning, across every show Radar indexes
Trends — what is surging across podcasts, measured against its own baseline
Alerts — when a name you follow appears in a newly indexed episode
No account is needed to search Radar.
