Versions Compared

Old Version 71

changes.mady.by.user Gregory Bosley

Saved on

compared with

New Version 72

changes.mady.by.user Cummings, Antonino

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Expand
titleReporting/See who's online

Everyone can view reports that shows who's logged in, what status they're on, and other useful bits of info. Useful reports are linked here, but you can make your own too.

  1. Queue + Agent Status
    1. Real time. Displays how many calls are in the queue, along with the status of all agents  
  2. LAITS Historic
    1. Displays metrics on the calls we received in the past day


You can also view other reports by navigating here:

 

Expand
titleAdding and Enabling new quick connects

Before an agent can be transferred to  internally, they need to have a quick connect created for them and added to the queue. 


Create the quick connect

  1. Navigate to Routing > Quick Connects
    1. Image Added
  2. Click Add New
    1. Enter the agent's details in the provided fields
    2. Type will be "Agent" And destination will be the EID/Username
    3. Contact Flow is Default Agent Transfer
  3. Save the changes


Enable the quick connect

  1. Navigate to Routing > Queues and Select LAITS Main
    1. Image Added
  2. Add the quick connect you just created to the quick connect list and save the changes
Expand
titleTransferring Calls

Amazon Connect handles Internal transfers through a feature called "Quick Connects". You can also transfer (Warm or cold) to any phone number.

To transfer to an Agent

  1. You can only see agent transfer options when you're on a call
    1. While not on a call, you'll see external transfer options like the Service Desk


    1. Select who you'd like to transfer the call to, and click "Call"
    2. Connect will then attempt to reach that agent
      1. The original caller/customer will be placed on hold, with music
      2. The transfer will fail if the agent is offline
      3. If the agent is available and accepts the call, you'll be put on a call with that agent
  4. This screenshot shows both sides of an internal transfer. The transferer is on the right, the transferee is on the left.

      1. As you can see, the transferer (right) has a number of options
        1. Hold All - places everyone on hold
        2. Mute - Mutes your mic
        3. Join - Joins the calls together, resulting in a conference call
        4. Swap - Changes who you're speaking to
          1. You can use this to swap between talking to another agent and the caller


To transfer to any phone number

  1. Click Quick ConnectImage RemovedNumber Pad
  2. Enter the number you'd like to transfer to and follow the prompts


...