Amazon Connect - Training
Training Video Covering this document:https://drive.google.com/file/d/1xHrSVmmeyfdwZbFOW97jXwkVQ4PRaTnu/view?usp=sharing
Description
This article will include the basic fundamentals of logging into and familiarizing yourself with Amazon Connect.
Amazon Connect Hyperlinks
Amazon Connect Video Use Cases
Launching Amazon Connect from Google Workspace
- Scroll to the bottom of your Google Apps Tray
- Click on Amazon Connect Icon
Admin Console
Agent Console
Amazon Connect Agent Dashboard Options
-
Agent Application = Advanced Dashboard
-
Contact Control Panel (Recommended) = Simplified Agent Dashboard
Contact Control Panel
Incoming Call
Answered Call
After Call
Agent Application
The Agent application console has an additional window for previous call information. However this will be changed in the future to integrate SalesForce.
Quick Connects & Agent to Agent Transfers
Link: https://docs.google.com/spreadsheets/d/1J0bm2jMjFI9OW--iWkan2yEtU1zaqD-8wqDfZADkpn8/edit?usp=sharing
Quick Connect Options
Agent to Agent:
- You will be brought into a queue to enter the agent extension, which can be found in the linked spreadsheet above
- This will put the Caller on Hold while this is going on
Transferring Customer to a Queue
- The other options are all the queues you can currently transfer to
- When Selecting a queue, the customer will be put on hold while you start the warm transfer process
Start/Stop Call Recording
1) When a call is received, it will automatically record with the red dot.
Should you need to turn off call recording, press pause and the dot will turn yellow. Press resume to start recording again and it will turn back to red.
