Related Calls
Introduction
In Amazon Connect, placing an outbound call automatically clears current after contact work state of the existing call. In some contact centers, a subsequent outbound call is made which relates to the previous inbound call.
However, due to above reason, neither the inbound queue or meta data is tagged to the subsequent outbound call. This can cause inaccuracy of reporting, but not allocating those outbound calls to the right queue or meta data.
Configuration
To enable this feature, select 'Related Calls' feature toggle under 'Contact Centre > Configuration > Interactions'. Once enabled, tag any calls with an attribute NEONNOW-RELATED_ID. The key and value will be copied across all related calls.
A call with be classified as 'unrelated' if either:
- Another call is received without this attribute
- The agent manually un-links the call by unticking 'Link to your previous call' tick box
This feature is only available in NEONNOW Softphone Mode.