Versions Compared

Old Version 75

changes.mady.by.user Gregory Bosley

Saved on

compared with

New Version 76

changes.mady.by.user Gregory Bosley

Saved on

Key

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

...

Expand
titleViewing Call History

Anyone can view call history on Amazon Connect.

  1. Navigate to Metrics & Quality > Contact Search
  2.  You'll see a screen like this - you can search for your own contacts using your EID
    1. Note: The default time zone is UTC - change it to central
  3. Results will be displayed as follows
    1. The 1-833 number you see listed is our internal amazon connect number
    2. Note that it can take up to 3 minutes for a contact log to appear here 
To close the call centerClose Call Center
  • Move the connector from the top Play prompt to the one below, as indicated. You will have to do this twice, once for each output from the previous step.

  • Click the red square to edit the text-to-speech message as appropriate, be sure to include our email address.

  • When the change has been made, click save and then publish in the top right.
  • Once we're open again, reconnect the arrows to the top Play prompt, save and publish.
  • LAITS Main Queue Flow
    • The heavy lifter. This flow does a lot - it checks our hours of operations and plays appropriate messages/solicits relevant input. It then routes the call appropriately
  • LAITS Queue 
    • This flow handles the hold/waiting loop. It plays hold music and asks the customer if they'd like to receive a call back rather than waiting in queue
  • LAITS Bot Chat
    • This flow handles chats initiated by the chatbot
  • LAITS Basic Chat
    • This flow handles chats initiated by visiting chat.laits.utexas.edu
     LAITS Main Queue Flow
    • The heavy lifter. This flow does a lot - it checks our hours of operations and plays appropriate messages/solicits relevant input. It then routes the call appropriately
  • LAITS Queue 
    • This flow handles the hold/waiting loop. It plays hold music and asks the customer if they'd like to receive a call back rather than waiting in queue
  • LAITS Bot Chat
    • This flow handles chats initiated by the chatbot
  • LAITS Basic Chat
    • This flow handles chats initiated by visiting chat.laits.utexas.edu
     
    • Expand
    titleContact Flows + how to close the call center

    Contact Flows are visual representations of how Amazon Connect routes calls. They look like flowcharts, and their blocks include actions like assigning a call to a queue, playing a message or hold music, requesting user input, etc.

    Our current configuration of Amazon Connect uses the following contact flows:

    • LAITS Call Introduction
      • The first place a calls goes. This plays a welcome message and sets various behaviors/variables before handing it off to another flow.

        This is the flow to edit when we want to close the office for a meeting/event/emergency

    Multiexcerpt
    MultiExcerptNameClose Call Center
    Expand
    titleHow To Close the Call Center
    Anchor
    Close Call Center
    Close Call Center

    To close the office for a meeting/event/emergency, edit the following Contact Flows:

    LAITS Call Introduction


    Image Added

    • Move the connector from the top Play prompt to the one below, as indicated. You will have to do this twice, once for each output from the previous step.

    • Click the red square to edit the text-to-speech message as appropriate. Be sure to include our email address.

    • When the change has been made, click save and then publish in the top right.
    • Once we're open again, reconnect the arrows to the top Play prompt, save and publish.

    LAITS Basic Chat

    Image Added

    • Move the connector from the top Play prompt to the one below, as indicated.

    • Click the red square to edit the text-to-speech message as appropriate. Be sure to include our email address.

    • When the change has been made, click save and then publish in the top right.
    • Once we're open again, reconnect the arrows to the top Play prompt, save and publish.
    Expand
    titleOnboard/Offboarding

    To be completed whenever a DSS, Manager, or other staff member joins or leaves LAITS

    Multiexcerpt
    MultiExcerptNameOnboard

    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" is unchecked
        2. Set ACW timeout to 360 seconds
      3. Profiles
        1. Security profile, as appropriate
          1. We primarily use "Agent", "Admin", and "Trainee"
          2. The "Trainee" profile allows STAs and new DSS to monitor live conversations in order to shadow
        2. Routing profile
          1. Select the "LAITS Voice/Chat/Student Chat" routing profile
          2. The Remote Lead profile puts the agent on lower priority (sends calls to others first, if available) 
      4. Security and Routing profiles can be edited from the "Users" menu
      5. Click save in the bottom left, then follow the prompts to finish creating the user
      6. Password
        1. Create a Stache entry titled Amazon Connect - [d]
        2. Generate a random password from the Secret field in the Stache entry.
        3. New staff should sign in using instructions on this page: https://wikis.utexas.edu/x/rAaAB
    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

    To be completed IMMEDIATELY after an employee leaves LAITS 

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

    ...