After Contact Work (ACW) and Wrap Codes
2 items
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.
Call Recording Controls
Overview
Centralized Logging
Introduction
Concierge
2 items
Conversations
includes a Digital Employee or chatbot feature we call 'Conversations'.
CRM Integrations
4 items
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.
Customer Profiles
Customer Profiles is a feature of Amazon Connect allowing the display of contact history with information about customers.
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.
Enhanced 911 (US Only)
Introduction
External Directories
4 items
External Number Transfer Flow
Background
External Provisioning
1 item
Insights Reporting
includes a powerful reporting platform that allows you to create custom reports and dashboards.
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.
IQ
1 item
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)
Modules
6 items
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.
Queue Transfer Filtering
Overview
Related Calls
Introduction
Role Updater
Introduction
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.
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.
Task Pausing
Introduction
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.
Transfer Contact Flows
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.
Troubleshooting & Logging
The following are common issues encountered when using :
VDI Support
Overview
WFM
does not include a native WFM solution, however we have a number of partners that provide WFM solutions that integrate with .