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Amazon Connect - Training

Modified on: Thu, Jun 8 2023 3:35 PM

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


  1. Scroll to the bottom of your Google Apps Tray
  2. 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.  


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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. 

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