AWS Contact Center
Tag: Amazon Connect Queues
Enable agent contact history in Amazon Connect agent workspace as a third-party (3P) application
Contact center agents juggle dozens of customer interactions daily. Without easy access to their recent call history, valuable context gets lost between conversations. Amazon Connect provides agents with powerful tools to manage real-time voice and digital interactions. One valuable enhancement is the ability for agents to view a personalized summary of their recently handled voice […]
Optimize routing using queues and proficiencies in Amazon Connect
Contact volumes and agent staffing in contact centers vary during the day. When there are more contacts than available agents, a queue holds contacts waiting to be answered by agents. A single queue to handle all incoming contacts maximizes service levels, and minimizes wait times. This is only possible when each agent can handle all […]
Configure granular access controls using resource tags in Amazon Connect
Introduction Organizations today are challenged by an evolving privacy and regulatory landscape, which can vary by geography, industry, or business need. To comply with these privacy regulations, contact center administrators are often required to enforce least-access privileges to sensitive resources used within their contact centers. With the tag-based access controls in Amazon Connect, you can […]