Getting Started
Introduction
NEONNOW is a contact centre solution that is powered by Amazon Connect. This Supervisor guide should get you familiar with NEONNOW, the interfaces and
Further guidance on specific functions is available under relevant sections in this document.
Audience
This supervisor guide is written for and of the below roles:
- Contact Centre Team Leads who manage staff within a Contact Centre
- Contact Centre Managers, who manages multiple teams or the entire contact centre
- Quality Assurance roles within the contact centre
- IT staff who may be involved in user management of the NEONNOW platform.
NEONNOW and Amazon Connect Interfaces
NEONNOW provides a few different interfaces to carry out supervisor tasks. In addition, NEONNOW is powered by Amazon Connect, meaning certain tasks are carried out only in Amazon Connect.
These are described at a high level here:
| Interface | Description and Screenshots |
|---|---|
| NEONNOW Workspace | The NEONNOW Workspace is where supervisors can login to receive or make calls & interactions, manage users and view reports. Note, to view all supervisor functions of NEONNOW, the browser window must be greater than 800px wide. (and lower will only display the softphone). |
| NEONNOW Admin Portal | The Admin Portal is where more advanced features can be carried out, and so is recommended to only be used by Contact Centre Managers. |
| Amazon Connect Console | The Amazon Connect Console is used for user management, as well as queue and routing profile assignments, and Contact Trace Records (searching for specific customer interactions). |