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Amazon Connect: How To Track Amazon Q Agent Usage?

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We are working on our value case for the Amazon Connect implementation. We are not sure how to track whether agents are using Amazon Q in Connect responses or reverting to their old ways of using their knowledge management system and manually searching for answers. Is there a way to see if the agent used the response provided by Amazon Q based on the knowledge it has access to?

I understand we can get granular usage data by enabling AWS Data Exports in the AWS Billing and Cost Management console. Will that tell us if agents are actually using the responses or if Q is simply generating them?

Topics
Application IntegrationMachine Learning & AIBusiness Applications
Tags
Amazon ConnectAmazon Q
Language
English
asked 2 years ago282 views
1 Answer
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You can use CloudTrail logs and build Cloudwatch Dashboards using it to find out analytics like

  1. The contacts that had automatic recommendations
  2. How many manual searches by agents
  3. How many times a particular content was downloaded etc.
  4. Feedbacks provided for articles
  5. Amazon Q enabled contacts count etc.

Please connect with your AWS Account team to get more details on the upcoming reporting updates.

AWS
answered a year ago

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