Understanding the data flow

Connect records everything that happens in the instance in records called Contact Trace Records (CTRs). These records can be used to create reports on what has happened in your Connect instance. QuickSight can't use these reports natively. They must first be saved somewhere and processed. To do this, the solution connects your instance to S3 via Kinesis. From there, Glue and Athena are used to process the data to make it consumable for QuickSight.

The diagram in Figure 11.1 details the pieces that make the whole process work. Thankfully, all of these components will be deployed for you using the template. Most of the work that needs to be done is within QuickSight, where you will create dashboards to monitor your call center:

Figure 11.1 – Reporting workflow

Now that we have a basic understanding of how the selection works, let's move on to deploying it via CloudFormation.