🗃️ IQ
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📄️ Attached Data
Amazon Connect Contact Attributes that you want to display to the agent in the softphone/workspace are referred to as 'Attached Data'. These can be used to provide contact or customer meta-data.
📄️ Custom Schedules
Custom schedules allow your Amazon Connect contact flows to check whether the current day/time is in a specific schedule. For example, custom schedules allow you to create a set of dates that will control certain behaviour, such as a contact centre opening/closing.
📄️ Operational Parameters
Operational Parameters allow contact centres to parameterise and store configurations for complex flows in Amazon Connect. This is handled by setting specific key/value pairs and data types via Admin. These are separate from the actual call flows, which gives you the opportunity to make your contact flows data-driven, more efficient and easier to manage.
📄️ Troubleshooting & Logging
The following are common issues encountered when using :
🗃️ After Contact Work (ACW) and Wrap Codes
2 items
📄️ Call Recording Controls
Overview
📄️ Filtering of Transfer Queues
Overview
📄️ Customer Profiles
Customer Profiles is a feature of Amazon Connect allowing the display of contact history with information about customers.
🗃️ CRM Integrations
4 items
📄️ Customised Branding
Administrators can customise the branding of name and logo displayed on Agent Workspace by replacing with custom ones. This is typically done to align with existing corporate branding.
📄️ Insights Reporting
includes a powerful reporting platform that allows you to create custom reports and dashboards.
🗃️ Concierge
2 items
📄️ Interaction History
Interaction History is accessible from the left panel on Workspace. This provides a simple view to search for interactions that have been made in the past.
📄️ Missed Interactions
Missed Interactions is a feature of to allow agents who do not answer an interaction after a period (as specified by Amazon Connect) to remain in missed state (busy)
🗃️ External Directories
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📄️ Softphone & Workspace
can be used in both workspace mode and softphone mode. Softphone is a small form factor, typically used as an embedded control (iframe) within a CRM system.
📄️ Single Sign-On (SSO)
SSO allows you to use a third party provider, such as Azure AD, to sign in to your contact centre. SSO must have already been configured on Amazon Connect.
📄️ Templated Responses
Template responses can be used by agents for responding to chat, email or sms. Templated responses are specific to a channel, and to a queue.
📄️ WFM
does not include a native WFM solution, however we have a number of partners that provide WFM solutions that integrate with .
📄️ Conversations
includes a Digital Employee or chatbot feature we call 'Conversations'.
🗃️ Modules
5 items
📄️ Enhanced 911 (US Only)
Introduction
📄️ Integration Role Updater
Introduction
🗃️ External Provisioning
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📄️ Centralized Logging
Introduction
📄️ Virtual Desktop Infrastructure (VDI) Support
Overview
📄️ Customing Quick Connect Transfer ARNs
uses dynamic quick connects to facilitate agent and queue transfers. Each transfer between an agent and another agent/queue uses a quick connect to form a reusable transfer destination. These quick connects are created dynamically, and by default use the ‘Default Agent Transfer’ and ‘Default Queue Transfer’ flows.
📄️ External Number Transfer Flow
Background
📄️ Task Pausing
Introduction
📄️ Related Calls
Introduction