Amazon Connect is a softphone service for receiving phone and routing phone calls (e.g., such as in a call center/technical support environment). As Amazon Connect is a softphone service, it can be accessed via your computer in a web browser. There is no support for mobile access as of this review.
Amazon Connect
Amazon Connect Agent guide provides instructions for using the Amazon Connect Contact Control Panel (CCP) to receive calls from customers, make outbound calls, transfer calls to other agents or queues, and perform other tasks.
Amazon Connect Native- Supervisor Guide provides instructions for accessing Amazon Connect dashboard to manage agents, receive and make calls, and access Real-Time and Historical Metrics.
Amazon Connect Supervisor guide provides instructions for accessing ConnectPath and Amazon Connect Dashboards to manage agents, receive and make calls, view call status, and access Real-Time and Historical Metrics.
Amazon Connect Contact Lens provides contact center analytics and quality management capabilities that enable you to monitor, measure, and continuously improve contact quality and agent performance. It helps improve your agent productivity, customer experience and manager insights. With Contact lens, you can:
Search for contacts
Transcribe customer conversations
Analyze conversations using conversational analytics
Evaluate agent performance to identify coaching opportunities
Overview of Amazon Connect Dashboard.
Instructions for managing Amazon Connect agents.
Instruction for creating Quick Connects.
Instructions for Amazon Connect- Real-Time Metric Reports, Historical Metrics Reports and Login/Logout Reports.
Instructions for adding, modifying routing profiles.