
Amazon QuickSight dashboards now provide advanced analytics and reporting for Post Call Analytics data, enabling contact centers to analyze call insights, sentiment, and agent performance through automated visualizations and filtering capabilities.


<div><p>This article explains how to build advanced analytics dashboards for Post Call Analytics (PCA) using Amazon QuickSight to analyze contact center call recordings.</p><ul><li>PCA uses AWS ML services to extract insights from call audio recordings</li><li>QuickSight dashboards provide five tabs: Summary, Sentiment, Categories, Custom Entities, and Issues/Actions/Outcomes</li><li>Solution uses EventBridge, Kinesis Firehose, Lambda, Athena, and S3 for data pipeline</li><li>CloudFormation template automates dashboard creation with optional sample data loading</li><li>Supports filtering by date, agent, duration, language, and custom entities</li><li>Historical PCA data can be processed by copying files to trigger EventBridge rules</li><li>Dashboard enables QA/QM processes and identifies agent coaching opportunities</li></ul><p>The solution provides a scalable, loosely-coupled architecture for visualizing contact center analytics with minimal setup required.</p></div>


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