Page Comparison

Onboard/Creating Accounts

1. Log in to Amazon Connect
2. Navigate to user management
3. Add new users > Create and setup a new user > 
   1. login name: employee EID
      
      1. All other details as appropriate, use the employee's austin.utexas.edu email address 
   2. Phone type: Softphone
      1. Make sure auto accept call us unchecked
      2. Set ACW timeout to 360 seconds
   3. Profiles
      1. Security profile, as appropriate
         1. We primarily use "Agent" and "Admin" at this time
         2. The Trainee profile allows STAs and new DSS to monitor live conversations in order to shadow
         3. You can edit these profiles elsewhere in connect
      2. Routing profile
         1. Select Basic routing profile
         2. Remote lead  profile puts the agent on lower priority (sends calls to others first, if available) 
   4. Click save in the bottom left, then follow the prompts to finish creating the user 
4. After this, the user can log in immediately
5. They can use the "Forgot password" link at the sign in page to change their password 

Offboarding

1. Log in to Amazon Connect
2. Navigate to user management
3. Check the box next to the user's name and click remote