¿Cómo verifico el estado de mi agente de Amazon Connect?

How do I check my Amazon Connect agent status?

Agents have a status. It’s manually set in the Contact Control Panel (CCP). When they’re ready to handle contacts, they set their status in the CCP to Available.

To identify if a customer or an agent disconnected a call in your contact center, you can download the Contact Control Panel (CCP) logs for an agent session and review them for certain log entries. For more information, see Useful Troubleshooting Tools and Information.

The first step is to tell Amazon Connect which contact flow you want to test.

1. On the navigation menu, go to the Dashboard and choose Test chat.
2. Choose Test Settings.
3. Use the drop-down box to choose the contact flow you created, for example, Test contact flow. Choose Apply.

Amazon Connect Customer Profiles gives agents a unified profile of each customer they can use to provide more personalized service. Real-Time Contact Lens for Amazon Connect offers a new capability for contact center managers to impact customer interactions during a call.

There are times that your calls automatically disconnect while talking on your OPPO phone, and it could be from your SIM card, the network signal, the Accessibility setting to end the call by touching the Power button, or has set up a limited call duration.

One other option for retrieving SMS messages while your phone is disconnected is to use a secondary number. You can then access these messages from any device. Free secondary number apps include Google Voice, Textfree and Sidekick. All three options work on both Android and iOS as well as on computers.

Here’s how to test chat:

1. On the navigation menu, choose Dashboard.
2. Choose Test chat.
3. On the Test Chat page, choose Test Settings.
4. Under System Settings, choose the contact flow you want to test with chat, and then click Apply.
5. In the chat window, click the icon as shown below.

Agents use the Amazon Connect Contact Control Panel (CCP) to interact with customer contacts. It’s how they receive calls, chat with contacts, transfer them to other agents, put them on hold, and perform other key tasks. The URL to launch the CCP is: https:// instance name .

If an agent is handling concurrent contacts, Amazon Connect uses the following logic to determine the state: If at least one contact is in Error, Agent Activity = Error. Else if at least one contact is Missed contact, Agent Activity = Missed. Else if at least one contact is Rejected contact, Agent Activity = Rejected.

Agents use the Contact Control Panel (CCP) to interact with customers, such as answering calls, placing calls, or setting their status. For agent voice communications, Amazon Connect includes a web-based softphone for incoming and outgoing telephony, or agents can use a traditional telephone service using the PSTN.

The agent has set their status in the CCP to a custom status, such as Break or Training. Amazon Connect doesn’t count these slots because agents can’t take inbound contacts when they’ve set their status to a custom status. The agent can’t take contacts from that channel per their routing profile.

Contact attributes are pieces of data about a contact that you can use to personalize the customer experience, make routing decisions about contacts as they progress through your contact center orretrieve real-time metrics about the queues and agents in your contact center to dynamically route contacts based on queue and agent availability.