Amazon Connect: Manager Training

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, as shown in the following image. This means you can't set the agent's next status while they are on a contact.

Note: You'll get an error message that says Error changing agent status, as shown in the following image.

Contact Lens

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
• Review agent screen recordings handling customer contacts. 
• Monitor live and recorded conversations.

Search for Contacts

1. Navigate to the Amazon Connect Login page to find your department’s URL
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. Choose Analytics and optimization, then Contact search.

4. Use the filters on the page to narrow your search. Specify the time range, you may also check Include start and end time. For date, you can search up to 8 weeks at a time. From Add filter icon, search by specific fields (Agent, contact ID, disconnect reason, Interaction duration....), and then click Apply.

4. (Optional) Click the gear icon to add Additional fields to your search results. These options are not used to filter your search.
5. Click the Download icon to download your search results. Note: You can download up to 3,000 search results at a time.

6. You may also click the Play button on the Contact Record to view the audio and agent screen recording if it has been enabled.

Quick Connects

Step 1:  Add a New Quick Connect to Amazon Connect

1. Navigate to the Amazon Connect Login page to find your department’s URL.
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, choose Routing> Quick connects.

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1. Click Add new.
2. Choose one of the following types.
   • User 
   • Phone Number
   • Queue
3. Enter details, then Save.

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STEP 2: Assign Quick Connect to a Queue

1. Navigate to the Amazon Connect Login page to find your department’s URL for Amazon Connect.
2. Once you click on the relevant Agent Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, choose Routing> Queues.
4. Locate the Queue that is a part of the agent’s Routing Profile where you would like the Quick Connect to be displayed.
5. Click on the Hyperlink Queue name.
6. Assign the Quick connect to that Queue by clicking on the Quick connects box and placing a checkmark next to the Quick connect to be added.
7. Click Save.

Routing Profiles

Create new 

1. Navigate to the Amazon Connect Login page to find your department’s URL for Amazon Connect. 
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, select Users> Routing profiles.
4. Click Add routing profile.
5. In the Routing Profile Details section, Enter Name and Description.
6. In the Channel Settings section, select relevant channels.
7. In the Queues Settings section,
   • Assign whichever queues for this profile from the dropdown menu.
   • 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).
   • Assign Outbound queue.
   • Assign queue order.
8. Click Save.

Modify Routing Profile

1. Navigate to the Amazon Connect Login page to find your department’s URL for Amazon Connect.
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, select Users> Routing Profiles.
4. Click on the hyperlink of the Routing profile to modify.
5. Change Parameters as desired:
   1. Name & Description
   2. Channels
   3. Queues
      • Modify Assigned queues for this profile
      • Modify Priority and Delay as needed.
      • Modify Outbound Queue
6. Click Save.

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Assign Routing Profile to Agent

1. On the navigation menu, select Users> User Management
2. Click on the hyperlink for the agent to modify
3. Click on the Routing Profile section to select the desired Routing Profile
4. Click Save

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Queues (if applicable) 

Create a queue

1. Navigate to the Amazon Connect Login page to find your department’s URL
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the left navigation menu, choose Routing, then Queues, then Add new queue.
4. Add the appropriate information about your queue and choose Add new queue. The queue is automatically active.

5. Finally, assign the queue to a Routing Profile. The Routing Profile links the queue and agents together.
6. 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. Navigate to the Amazon Connect Login page to find your department’s URL.
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, choose Routing> Hours of Operation.
4. Locate the Hours of Operation that need to be modified.
5. Click on the Hyperlink Hours of Operation.
6. Modify the days of the week and working hours.
7. Click Save.

Set Holiday Hours or Closures

1. Navigate to the Amazon Connect Login page to find your department’s URL.
2. Once you click on the relevant Manager Login URL, you will be taken to the U-M Weblogin page. Log in with your U-M SSO (Shibboleth), then select the button for your department and click Sign In.
3. On the navigation menu, choose Routing> Hours of Operation.
4. Locate the Hours of Operation that need to be modified.
5. Click on the Hyperlink Hours of Operation.
6. Scroll down to the Overrides section and click +Add new override

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7. 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

Log In to ConnectPath

If subscribed, Managers can access ConnectPath Dashboard via the following browsers only: (1) Google Chrome and (2) Firefox. 

1. Navigate to the Amazon Connect Login page to find your department’s URL for ConnectPath
2. Click Secure Login, you will be taken to the U-M Weblogin page. Log in with your U-M SSO credentials.

3. When logging in for the first time,You must have microphone and pop-ups access allowed in the browser for the ConnectPath website to function properly.
4. A new pop-up window will come up to prompt a login into your department’s Amazon Connect instance. Enter your U-M credentials and click “Sign In”
5. Once you log in, you will have the option to click on “Go to Application”. Note: Make sure you are not logged into Amazon Connect in any other browsers or Tabs.

Overview of ConnectPath Dashboard

Home

Once you enter the ConnectPath dashboard, you will be able to see:

• A- Header is a global section of ConnectPath that will always be on display. You’ll see your Status, a Handset, a Bell and the Instance logo.
• B- Team Status Drawer in the right corner. It displays Your status and User Status of other supervisors and agents.
• C- Your Status in the right corner at the top of the screen. You have predefined list of statuses to select from:
  • Available
  • Custom status for break/lunch
  • After Call Work: Important: once you end a call, you will automatically be placed in a ACW mode (status will still display Available) until you close the contact. In this mode, you will not be able to accept calls until you close the contact. No calls will be routed to you until you are available.
  • Offline.Important: By default your status is set to Offline on login, so remember to change your status from Offline to Available to be able to receive/answer calls.
• D- Home Dashboard and Widgets in the left navigation bar. By default it displays the real time metrics for all queues in near real time activity. Clicking on a queue name in the dropdown will show the metrics for that specific queue while the Global view summarizes all queues. This area includes:
  • Queues Summary At- a- Glance
  • Agent availability
  • Contacts in Queue
  • Contacts
  • Agent Performance
  • Queue Performance
  • Abandoned calls
  • Duration
  • Real Time and Historical Metrics.
• E- Announcements displays all the announcements related to your queue. You can post announcements by clicking the pencil icon in the bottom side, or delete them by clicking the trash icon
• F- Handset is for quick dial and you can input a phone number to make a call.
• G- Network Speed- shows the network speed and helps diagnose any issues related to call dropping or quality.
• In the top corner of Home Dashboard, you can also spot 2 icons at the right side, one for entering full screen mode and another one to rearrange your card placement.

Ad-hoc Holiday Closures

1. To access the Adhoc/Holiday Closures screen in ConnectPath, you will first click the Gear, 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

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

The Activity Search dashboard is the instance history of phone calls. You can search and filter by:

• Contact
• Date/Time
• Duration (Connected and Queued)
• Direction (Inbound, Outbound, Callback or Missed)
• Queue
• Type (Voice/Announcement)
• Disposition (if enabled in settings)
• Agent

You can search call activities, sort and filter calls, and export activity results (this includes filters applied). Once created, the activity results will be displayed on the reports page.

Historical Reports

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
   • If you don’t see it, please submit a ticket to request access.  REQUIRED:  Include your Amazon Connect instance name or department name when submitting the ticket.
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.