After Contact Work (ACW) and Wrap Codes
2 items
Attached Data
Show Amazon Connect contact attributes to agents.
Call Recording Controls
Let agents pause, resume or stop recordings.
Centralized Logging
Stream agent logs to CloudWatch for triage.
Concierge
2 items
Conversations
Chatbot for high volume simple web chat.
CRM Integrations
4 items
Custom Schedules
Set date and time schedules contact flows check.
Customer Profiles
Show customer history using Customer Profiles.
Customised Branding
Replace the product name, logo and favicon.
Enhanced 911 (US Only)
Emergency calling that sends agent address.
External Directories
4 items
External Number Transfer Flow
Custom logic for transfers to external numbers.
External Provisioning
1 item
Insights Reporting
Build custom reports and dashboards in QuickSight.
Interaction History
Search past interactions by date and type.
IQ
3 items
Missed Interactions
Set agent status after a missed interaction.
Modules
6 items
Operational Parameters
Operational Parameters allow contact centres to parameterise and store configurations for complex flows in Amazon Connect. This is handled by setting specific key/value pairs and data types via Admin. These are separate from the actual call flows, which gives you the opportunity to make your contact flows data-driven, more efficient and easier to manage.
Queue Transfer Filtering
Limit which queues agents can transfer to.
Related Calls
Keep outbound calls on the original queue.
Role Updater
Update the deployed AWS IAM role quickly.
Single Sign-On (SSO)
Enable single sign-on with an identity provider.
Softphone & Workspace
Compare softphone and workspace modes.
Task Pausing
Pause and resume tasks to raise concurrency.
Templated Responses
Reusable chat, email and SMS replies per queue.
Transfer Contact Flows
Custom contact flows for agent and queue transfers.
Troubleshooting & Logging
Fix common login, call and microphone issues.
VDI Support
Audio offload for Citrix and Omnissa VDI.
WFM
Workforce management through partner integrations.