Manage Agents

Content

• Add Agent
• Edit Agent Role
• Remove Agent
• Change Agent Status
• Silent Monitoring and Barge

Add Agent

1. Log in to MCommunity with your UMICH uniqname and password.
2. On the directory's home page click My Groups.
3. Add agent (supervisor) to your AWS Contact Center group (or ask the group owner to add them).
4. Log into Amazon Connect.
5. Navigate to the People icon, then ”User Management” in the left navigation.
6. Click Add New User
7. In Add User window, enter the agent information: First Name, Last Name, Login Name (Unique name), Routing Profile (Contact center queue), Permission group (Admin, supervisor, or agent), Phone Type, After Call Work (ACW) Timeout ( setting the ACW timeout value to 0 would set it to infinite while entering any values other than 0 should put them in available state after X seconds).
8. Click Save.

Edit Agent Role

1. Log into Amazon Connect.
2. Navigate to the People icon, then ”User Management” tab in the left navigation.
3. Search for the agent that you would like to modify.
4. Modify the setting desired (Routing Profile, ACW, etc)
5. Click Save.

Remove Agent

1. Log into Amazon Connect.
2. Navigate to the People icon, then ”User Management” tab in the left navigation.
3. Search for the agent that you would like to remove
4. Click the checkbox next to the user you would like to remove
5. Click the Delete button
6. Log into MCommunity and remove the agent (supervisor) from your AWS Contact Center group.

Change Agent Status

To change the status of an agent:

1. Log into Amazon Connect.
2. Navigate to Amazon Connect Real-Time Metrics.
3. Click the Agents tab.
4. Change the agent status that's displayed in the Agent Activity column such as, Available, Offline, or Break.
5. You may also use the custom reports created to perform the same actions.

Silent Monitoring and Barge

As a supervisor, you have the option to silently monitor your agent calls and join the calls if needed.

1. Log into Amazon Connect.
2. Navigate to Amazon Connect Real-Time Metrics.
3. Click the Agents tab. (you may also use a Saved Real-time Report)
4. In the Activity column, locate the agent to monitor with status On Contact
5. Ensure you have the CCP open.
6. Click the eyeball icon to “listen in on phone conversation”
7. You will see an incoming call notification for the monitoring session  > click Accept

8. Once in the monitoring state you may either click Barge to join the call with the agent & customer or click Leave call to stop monitoring.