AI Insights & Analytics

Every Conversation Becomes a Data Point.

Conversation level analytics and reporting.

Amazon Connect Contact Lens transcribes and scores every call automatically. Dextr, DrVoIP's own dashboard, turns that into real-time queue metrics, automated QA scoring, and historical reporting in one screen, instead of a supervisor sampling a handful of calls a week and guessing at the rest.

Request the Fit CheckSee What Gets Measured
$1/day
Per agent for AI transcription, sentiment, and QA scoring via Contact Lens
4
Trusted metrics we build every dashboard around, not forty
1
Single dashboard for real-time metrics, coaching, and historical reports
Checklist of AI tuning and monitoring tasks for an Amazon Connect contact center

Standard Consulting Partner since 2017

What Gets Measured

Four layers, one screen

Not a bolt-on reporting tool. This is Contact Lens and Dextr working together, the same stack DrVoIP runs on its own clients' deployments.

Automatic Transcription & Sentiment

Amazon Connect Contact Lens transcribes and scores every call automatically, no manual sampling required.

Automated QA Scoring

Call summaries and quality scoring surface escalation patterns and coaching opportunities on their own, instead of a supervisor spot-checking a handful of calls.

Real-Time Queue & Agent Metrics

Dextr gives agents a view of their own team's performance and supervisors a global view across every queue, in one screen.

Historical Reporting & MOS Scores

Queue and agent metrics, MOS call-quality scores, and exportable, scheduled reports, a real reporting engine, not a spreadsheet.

What This Replaces

  • Manual QA sampling a handful of calls a week
  • Gut-feel decisions about what to coach
  • A dozen open tabs instead of one dashboard
  • Reporting nobody trusts because nobody owns it

Measurement That Matters

Four metrics, not forty

Tracking everything teaches you nothing. These are the four we build every dashboard and QA score around.

AHT

Average Handle Time

How long a call actually takes, the first place AI-generated summaries and self-service save real time.

FCR

First Contact Resolution

Whether a customer's issue actually got solved the first time, the metric that matters more than call volume.

CONTAINMENT

Containment Rate

How many calls self-service handles without ever reaching a live agent.

CSAT

Customer Satisfaction

Sentiment scored automatically from the call itself, not a press-1-to-5 survey nobody answers.


How It's Built

From a single call to a dashboard, in four hops

This is the same architecture DrVoIP built for a real 40-plus agent deployment, not a theoretical diagram.

  1. 1

    Capture

    Amazon Connect Contact Lens transcribes and scores sentiment on every call as it happens.

  2. 2

    Stream

    Lambda and Kinesis move that conversation data in real time, the same stack behind DrVoIP's custom monitoring builds.

  3. 3

    Store

    DynamoDB and S3 hold the structured, queryable history behind every report.

  4. 4

    Surface

    Dextr turns it into real-time queue metrics, coaching flags, and exportable reports supervisors actually use.

Talk It Through First

Schedule an AI Analytics Fit Check

Tell us what you're tracking today, spreadsheets, gut feel, or nothing at all, and we'll show you what conversation-level analytics would actually surface.

Schedule an AI Analytics Fit Check

Proof, Not Hype

Built by someone who sold this exact product

How this actually ships, not a theoretical reporting slide.

Real Builder

Peter built and sold an Amazon Connect dashboard company

Dextr, later acquired by CloudHesive and rebranded ConnectPath, was Peter's own agent dashboard business before DrVoIP's AI practice existed. This isn't a feature bolted on to look modern.

Real Deployment

The same stack, running for a real 40-agent contact center

Lambda, Kinesis, DynamoDB, and S3 power the custom agent monitoring, coaching, and recording tools DrVoIP built for FMG Suites, a real, named client, not a case study composite.

Certifications

AWS Certified Generative AI Developer – Professional badge
AWS Certified Machine Learning Engineer – Associate badge
AWS Certified AI Practitioner – Foundational badge

“The cost savings of moving to AWS Connect has been huge and we look forward to a continued relationship with DrVoIP and taking advantage of new features in Connect!”

Sean KennedyIT Manager, FMG Suites

“I feel their knowledge of both the AWS product as well as our previous product has been a great asset in easing the transition, as they already know how our current solution works and what we will want from AWS in regards to mimicking certain features.”

Jason AgcaoiliManager, ASMR

“I have known Peter for 20 years, and he has been our consultant for over 10 of them. He is a person of great integrity. The DrVoIP name suits him perfectly.”

Sonya OrmeEntrepreneurship and Cultural Transitions Consultant

Where This Fits In What We Build

Analytics isn't a standalone dashboard, it's underneath everything

The same conversation data that powers this reporting also feeds two other things already on this site.

Managed Service & Support

Dextr, our real-time dashboard, ships as part of ongoing managed service, not a separate product to bolt on.

Explore ›

AI-Assisted Agents

The same Contact Lens sentiment and transcription that feeds these reports also powers real-time agent assist during live calls.

Explore ›

AI Performance Checklist

Once you can see the data, this is how you act on it to actually tune performance.

Explore ›


Common Questions

Frequently asked questions

No. It's Dextr, DrVoIP's own dashboard layered on top of Amazon Connect, plus Amazon Connect Contact Lens for the AI layer underneath it. Native Amazon Connect reporting works too if you'd rather not add Dextr.

Contact Lens transcribes every call and scores sentiment automatically. That feeds Dextr's automated QA scoring, which surfaces escalation patterns and coaching opportunities instead of a supervisor sampling a handful of calls by hand.

Real-time queue and agent metrics, plus historical reporting aligned to Average Handle Time, First Contact Resolution, containment rate, and customer satisfaction, the same handful of trusted metrics we recommend tracking instead of everything at once.

Contact Lens transcription, sentiment, and QA scoring runs roughly $1 a day per eight-hour agent shift. Dextr's dashboard and historical reporting engine are scoped separately, the same honest, itemized approach as everything else we build.

DrVoIP. Peter built and sold Dextr, an Amazon Connect dashboard company later acquired by CloudHesive and rebranded ConnectPath, before founding the AI practice this site describes.


Further Reading

More on Dextr, reporting, and Amazon Connect

Multichannel contact center icons

Dextr a Customized Agent Dashboard for #Amazon Connect Call Center!

, , ,
AWS Connect CCP Building out call centers on AWS, you learn a lot about opportunities for productivity enhancements!   One of the first issues that we noted was that the standard Contact Control Panel or CCP, which is basically a WebRTC soft…
Dextr contact record filters

Amazon Connect Historical Reporting and Query Language!

, , ,
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. …
Tips and tricks smartphone illustration

Advanced Post Call Survey using Amazon Connect and LENS!

, , ,
Post Call Survey configurations Configuring a post call survey in Amazon Connect is very straight forward and many others have outlined strategies for doing such a configuration.    The usual strategy typically prompts the caller to enter…
KPI inspection illustration

Customer Service by the Numbers - brightmetrics!

, , ,
In business what is measured gets done! We subscribe to the business adage that what is measured gets done! For this reason key performance indexes are absolutely essential to the success of any customer service environment. How many contacts…

Why DrVoIP built its own agent dashboard on top of the standard Amazon Connect softphone, and what it adds for supervisors.

Inside Dextr's historical reporting engine: queue and agent metrics, MOS quality scores, and exportable, scheduled reports.

Replacing the old press-1-to-5 survey with sentiment analysis for a real read on call quality.

Why key performance indicators, not gut feel, should decide what gets fixed in a contact center.

A Customized Agent Dashboard for Amazon Connect

Amazon Connect Historical Reporting and Query Language

Advanced Post Call Survey Using Amazon Connect and Lens

Customer Service by the Numbers, brightmetrics

Dextr Dashboard

Reporting

Conversation Intelligence

Metrics

Visit the Blog

Ready to see what your calls are actually telling you?

Tell us what you're tracking today, spreadsheets, gut feel, or nothing at all, and we'll show you what conversation-level analytics would surface.

Schedule an AI Analytics Fit Check
844-4DrVoIP (844-437-8647)grace@drvoip.com

FREE GUIDES & CHECKLISTS

Take a useful next step.

Free resource 1 page · PDF

Amazon Connect AI Performance Checklist

One-page checklist of ten AI improvements, baseline metrics, human fallback, governance and activities that should remain human.

Get the Performance Checklist Delivered to your inbox
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