Amazon Connect: Manager Training

Content

Overview

Contact Center managers can access Amazon Connect dashboard and the Contact Control Panel (CCP) to manage agents, receive and make calls, and access Real-Time and Historical Metrics.

Login to Amazon Connect

  1. Navigate to the Amazon Connect Login page to find your department’s Manager Login URL.
  2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in using Okta, then select the link for your department and click Sign In.
  3. Once you are logged in, you will be taken to the Amazon Connect Dashboard.
  4. When logging in for the first time, you’ll be prompted for permission to access your microphone and pop-ups in the browser. Click the Allow button.
  5. Make sure your headset is turned on and paired with your computer.

Headset Setup

See our Agent Training documentation for Headset Setup instructions.

Manage Agents

Add Agent

Step 1: In MCommunity

  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).

Step 2: In Amazon Connect

  1. Navigate to the People icon, then Users in the left navigation.
  2. In the top-right corner of the screen, click Add New User
  3. In Add User window, enter the agent information:
    • First Name
    • Last Name
    • Login Name (Uniquname)
    • Security Profile (Agent, Manager, etc..)
    • Routing Profile (Contact Center Queue)
    • Phone Type (Softphone)
    • Contact handling 
    • Hierarchy (Optional)
    • Tags (Optional)
  4. Click Save.

Edit Agent Role

  1. Navigate to the People icon, then Users in the left navigation.
  2. Search for the agent that you would like to modify.
  3. Modify the setting desired (Routing Profile, etc)
  4. Click Save.

Remove Agent

  1. Navigate to the People icon, then Users in the left navigation.
  2. Search for the agent that you would like to remove
  3. Click the checkbox next to the user you would like to remove
  4. In the Actions column on the right, click the three vertical dots for that row.
  5. From the dropdown options, select Delete to remove the agent.
  6. Important: Log into MCommunity and remove the agent or manager from your AWS Contact Center group.

Silent Monitoring

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

Important: Ensure you have the CCP open during monitoring.

  1. From the left navigation menu, choose Analytics and optimization, then Real-time metrics then Agents.
  2. Choose the eye icon that appears next to the Voice channel of the agent that you want to monitor, as shown in the following image. You can barge into a conversation that you had been monitoring already.
  3. Click the eyeball icon to Listen in on phone conversation.
  4. You will see an incoming notification for the monitoring session > click Accept
  5. 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.

Silent monitoring - Chats (if applicable)

  1. Open your CCP. It must be open before you can barge a chat.
  2. From the left navigation menu of the Amazon Connect Dashboard, choose Analytics and Optimization, then Real-time Metrics then Agents.
  3. Choose the eye icon that appears next to the Chat channel of the agent that you want to monitor, as shown in the following image. You can barge into a conversation that you had been monitoring already.

Change Agent Status

Agents manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report, managers can manually change the Agent Activity status of an agent. This overrides what the agent has set in the CCP. The value that's displayed in the Agent Activity column can be either:

  • The agent's availability status, such as Offline, Available, or Break.
  • The contact state, such as Incoming or On contact.

When you choose the Agent Activity column, you can select and change an agent's availability status, such as Offline, Available, or Break. The following image shows an example where only the Available status is in the dropdown list of the Activity column. This change appears in the agent event stream.

However, when a contact state is displayed in the Agent Activity column, such as Incoming or On contact, you cannot change it to Available or Offline, for example, even though those options are displayed in the dropdown menu.  You also cannot change an agent from Offline to Available.

Note: The Real-time metrics report does not display who changed the agent's status.

Reporting

To access any reports, you must first navigate to the Amazon Connect Login page to find your department’s URL for Manager Login - Amazon Connect and login using Okta.

Real-Time Metrics 

Real-time metrics show real-time or near-real time metrics information about activity in your contact center. Metrics such as the number of agents currently online in real-time (updating every 15 seconds), agent’s availability, calls currently in the queue, number of callback contacts, and number of calls handled the queue.

To Create a real-time metrics report:

  1. Navigate to the Graph icon, then Analytics and Optimization in the left navigation.
  2. Click Real-time metrics to view current metrics for:
    • Queues:  A grouping of queues showing their contacts and agents.
    • Agents: Status and metrics for logged-in agents.
    • Routing profiles: A grouping of routing profiles showing their contacts and agents.
    • Agent adherence: Adherence status and metrics for agents
  3. For example, select Queues, click the gear icon in the upper right.
    • Customize the following settings:  Time Range, Groupings, Filters, Metrics
  4. When you are finished customizing the report, choose Apply.
  5. To save your report for future reference, choose Save, provide a name for the report, and then choose Save.

Historical Metrics

Historical metrics include data about past, and completed activity and performance in your contact center. Metrics to include in the historical reports might include information Contact record-driven metrics or Agent activity-driven metrics.

To Create a Historical Report:

  1. Navigate to the Graph icon, then Analytics and Optimization in the left navigation, then Historical metrics.
  2. Choose one of the following report types.
    • Queues: Contact metrics
    • Agents: Agent performance
    • Phone numbers: Contact metrics
    • Email addresses: Email contact metrics (This metric is not currently in use)
  3. For example, select Agents, click the gear icon in the upper right.
    • Customize the following settings:  Time Range, Groupings, Filters, Metrics
  4. When you are finished customizing the report, choose Apply.
  5. To save your report for future reference, choose Save, provide a name for the report, and then choose Save.

Login/Logout Report

The Login/Logout report displays the login and logout information for the users in your contact center including agents and managers.

To generate a Login/Logout report:

  1. Navigate to the Graph icon, then Analytics and Optimization in the left navigation, then Login/Logout report.
  2. On the Login/Logout report page, choose the Time range for the records to include in the report, specify the Time zone and filter data by agent, agent hierarchy, none or Routing profile.
  3. Choose Generate report, then Save.
  4. Provide a name for the report, and choose Save.

Contact Search

  1. Navigate to the Graph icon, then Analytics and Optimization in the left navigation, then Contact Search.
  2. Specify the time range, you may also check Include start and end time. 
  3. Select the Channel(s) and Contact status to include in the search.
  4. Select Sampling criteria and Add filter(s) as desired.  
  5. Click the Gear icon to add Additional fields to your search results. These options are not used to filter your search.
  6. Click the Download icon to download your search results. 
  7. You may also click the Play button on the Contact Record to view the audio and agent screen recording if it has been enabled.
IMPORTANT: Agents and managers must download Amazon Connect Client Application to their computers in order to view screen recording. If admin rights are required, they should work with their local IT department.

Actions Menu

Actions menu allows you to save reports with a new name, download reports a comma-separated value (CSV) file, schedule reports or share them with others.

Save as a Report

  1. To save your report with a new name. After you've created and saved the report, Click Actions in the top-right corner of the page.
  2. Choose Save as.
  3. Provide a name for the report, and then choose Save.

Download a Report as a CSV file

  1. After you've created and saved the report.
  2. Click Actions and choose Download CSV from the down arrow.
  3. When prompted, confirm whether to open or save the file.

Share a Report

  1. After you've created and saved the report.
  2. Click Actions and choose Share Reports from the down arrow.
  3. Type in the name of your report.
  4. Click Save.
  5. You will be provided with 2 options either a direct link to the report and you can publish the report and make it viewable by others. Users can use the link to get the report or they can locate it under Saved Reports.

Schedule a Report

  1. After you've created and saved the historical report.
  2. Click Actions and choose Schedule from the down arrow.
  3. Name the report and it will show a confirmation message, click Continue to proceed .
  4. Specify the Recurrence and Delivery Options.
  5. Delivery to an S3 bucket is available, however, delivery via email is currently only available using the ConnectPath tool (if your department is subscribed). Please see the ConnectPath section for more information.

View Saved Reports

  1. Choose Analytics and optimization, then Dashboards and reports.
  2. View your Saved reports under each of the tabs: Real-time metrics, Historical Metrics, Login/Logout report, All reports.
  3. Click the report name to view it.

Quick Connects

Add a New Quick Connect to Amazon Connect

  1. On the left navigation menu, choose the Routing icon, then Quick connects.
  2. Click Add new.
  3. Choose one of the following types.
    • User
    • Phone Number
    • Queue
  4. Enter details, then Save.​
  5. Next, you will assign the Quick connects to a Queue.
  6. On the navigation menu, choose Routing, then Queues.
  7. Locate the Queue that is a part of the agent’s Routing Profile where you would like the Quick Connect to be displayed.
  8. Click on the Hyperlink Queue name.
  9. Assign the Quick connect to that Queue by clicking on the Search for Quick connects box and placing a checkmark next to the Quick connect to be added.
  10. Click Save.

Routing Profiles

Create New

  1. On the navigation menu, select Users then select Routing profiles from the listed options.
  2. Click Add routing profile.
  3. In the Routing Profile Details section, Enter Name and Description.
  4. In the Channel Settings section, select relevant channels.
  5. In the Queues Settings section,
    1. Click the Add button on your far right to add a Queue.
    2. Click the Search Queues button to Assign whichever queues for this profile from the dropdown menu.
    3. Modify Priority and Delay as needed (in the Priority- Specify the order in which contacts are to be handled for that queue. In the Delay- Enter the minimum amount of time a contact should be in the queue before they are routed to an available agent).
    4. Click Add button to perform Manual assignment.
    5. Assign Outbound queue.
    6. Add resource tag by clicking the Add new tag button.
  6. Click Save. 

Modify Routing Profile

  1. On the navigation menu, select Users then choose Routing Profiles from the options.
  2. Click on the hyperlink of the Routing profile to modify.
  3. Change Parameters as desired:
    1. Name & Description
    2. Channels
    3. Queues
    4. Manual assignment
    5. Default outbound queue
    6. Tags
  4. Click Save.​

Assign Routing Profile to Agent

  1. On the navigation menu, select Users then click the Users option
  2. Click on the hyperlink for the agent to modify
  3. Click the Edit tab in the Routing Profile section to select the desired Routing Profile
  4. Click Save

Queues

Create a queue

Certain customers may need to create a new queue.  If you've been instructed to do this, follow these steps.

  1. On the left navigation menu, choose Routing, then Queues, then Add new queue.
  2. Add the appropriate information about your queue and choose Add new queue. The queue is automatically active.
  3. Finally, assign the queue to a Routing Profile. The Routing Profile links the queue and agents together.
  4. For more information on Queues, see the Learn More section at the end of this document.

Modify Hours of Operation and Set Holiday Hours or Closures

Modify Hours of Operations

  1. On the navigation menu, choose Routing, then select Hours of Operation.
  2. Locate the Hours of Operation that need to be modified.
  3. Click on the Hyperlink Hours of Operation.
  4. Modify the days of the week and working hours.
  5. Click Save.

Set Holiday Hours or Closures

  1. On the navigation menu, choose Routing, then click Hours of Operation.
  2. Locate the Hours of Operation that need to be modified.
  3. Click on the Hyperlink Hours of Operation.
  4. Scroll down to the Overrides section and click the  Create button.​​​
  5. Fill out the Name, Description, Date Range, and Operations information
    • Toggle on Operations closed to remain closed the entire Date Range
    • Toggle off Operations closed to customize the hours of operation for the selected Hours of Operation.
    • Note: You may need to repeat this process if your department has more than one Hours of Operation option. You may Copy if needed. See more: Set the hours of operation and time zone for a queue using Amazon Connect

ConnectPath Overview

Login to ConnectPath

If subscribed, Managers can access ConnectPath Dashboard by locating the Connect Path URL from the Amazon Connect Login page.

  1. Make sure the Instance shows your department, and click Secure Login.
  2. A new pop-up window will prompt a separate login into your department’s Amazon Connect instance. Choose the radio button for your department, and click Sign In.
  3. When logging in for the first time, you must have microphone, notifications, and pop-ups Allowed in the browser.
  4. Once you log in, click on Go to Application to access Connect Path. 
Important: You must change your status to Offline and Log out of the ConnectPath website at the end of the day. Make sure you close the window or the tab in your web browser when you sign out as well.

Ad-hoc Holiday Closures using ConnectPath

  1. From the left navigation, select the Settings Gear icon, followed by Adhoc/Holiday Closures.
  2. View any In Progress, Upcoming, or Ended Closures from the main screen
  3. Click + New Closure Event to schedule a closure by Queue or for all Queues.

Queues using ConnectPath

  1. From the left navigation, select Queues.
  2. This tab allows you to view the list of your available queues. Clicking on a queue name in the list will show the available agents and calls in that specific queue.

Activity Search using ConnectPath

  1. From the left navigation, select Activity Search.
  2. You can search and filter by:
    • Presets including Abandoned, Missed, etc
    • Keywords
    • Date range

Historical Reports using ConnectPath

  1. From the left navigation, select Historical Reporting.
  2. View a list of your saved reports or click + Create Report
  3. From this tab you can create, schedule, and export (Download an Excel file) historical reports without any restrictions on time period. Reports can be run and downloaded immediately or scheduled to be run monthly or yearly (Daily reports can be scheduled to be run hourly or daily). You can also have these reports sent to an email address; a functionality that doesn’t exist in the Amazon Connect system.

Note: Each user can create their own reports. Other users cannot see your reports within ConnectPath. To share reports, you can set your reports to go to your group email or send a copy of your downloaded Excel reports to other users.

How to access Amazon Billing Information

  1. Login to the U-M AWS Management console
  2. Choose the radio button for your department with the word Billing in the name
  3. From the Home page, Search for Billing and Cost Management, and click the hyperlink to access the section.
  4. On the Billing and Cost Management home page, select Bills from the left navigation menu.
  5. Change the Billing Period from the drop-down on the upper right corner of the page.
  6. Scroll to the bottom to view charges.
    • Note: CSV download is not enabled; however, you are able to Print.

Learn More

Find more information at:​

Last Updated
Tuesday, November 10, 2026