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Ten Helpful Hints for New Amazon Connect Agents

By callstats on May 15, 2019

Are you a contact center agent about to use Amazon Connect for the first time? Follow our ten tips to avoid common Contact Control Panel configuration mishaps and connectivity issues.  

Are you an Amazon Connect administrator? Share these tips with new agents to get them onboard quickly and easily. Jump to the end of the blog to learn about our Amazon Connect integration.

Amazon Connect is a popular cloud-based contact center service from AWS. The solution features a browser-based Contact Control Panel (CCP) that lets contact center agents easily log in to Amazon Connect and communicate with customers, as shown below.

control panelFigure: Amazon Connect Contact Control Panel

Note: Some agents might access the CCP through another application like Salesforce.  The user interface might look different, but the tips provided in this blog still apply.   

The CCP uses a standards-based technology called WebRTC (Web Real-Time Communications) that allows you to place and receive phone calls directly from your browser, without installing any special software. Before using the CCP for the first time you need to make sure your computer is running a supported browser, and your microphone and audio settings are properly configured. Before engaging customers, you need to make sure your internet connection will provide satisfactory audio quality for the call.  

Back in March, our engineers organized a one-week Amazon Connect hackathon to explore additional opportunities for to help Amazon Connect customers improve user experiences. As part of that exercise, we identified a number of suggestions to help Amazon Connect agents get up and running quickly and smoothly.

Follow these tips to ensure a successful Amazon Connect experience:

  1. Verify you are running a supported web browser.  Amazon Connect CCP requires Google Chrome, Mozilla Firefox or Mozilla Firefox Extended Support Release.  Amazon officially supports the three most-recent versions of each browser. See the Amazon Connect Administrator Guide for additional details.
  2. Use a headset for optimal voice and sound quality. Connect your headset and check your computer’s device management settings to ensure your computer recognizes it.  
  3. Select the headset as your audio output device in your computer’s sound settings.
  4. Log in to Amazon Connect and launch the CCP using the URL provided by your contact center administrator.
  5. If you are using Chrome, select “Allow” to enable your microphone, as shown below (and skip to step 7)

 chrome pop up

Figure: Chrome permission prompt


6. If you are using Firefox, select the headset as your microphone, as shown below, and check the “remember this decision” box to make the headset your default microphone for future logins. 

 Firefox pop up

Figure: Microphone Selection Prompt


7. Select softphone as your phone type in the CCP settings panel. (Click on the CCP gear icon to display the settings panel). You are now logged into Amazon Connect and are able to place and receive calls.  (Select desk phone, and enter your telephone number, if you prefer to place and receive calls using a traditional phone such as your home phone or mobile phone.)

8. Before engaging customers, run a free connectivity test to verify your internet connection. The test collects key network performance statistics and tells you the expected audio quality for your calls. We recommend you run connectivity tests periodically as network performance often varies throughout the day (especially if you work from home over a residential internet connection)

network testFigure: Network Test for WebRTC Calls

9. Set your status to “available” to accept incoming calls by clicking on “change status” at the top of the CCP.

10. Check with your contact center administrator about placing international calls.  You may not be permitted to make outbound calls to certain international telephone numbers.   

By following our ten tips you’ll be up and running, and engaging customers in no time.  Be sure to run network tests frequently to ensure you can communicate clearly with your contacts.

Additional Information and Tools for Amazon Connect Administrators

Contact center network administrators can learn more about Amazon Connect requirements and troubleshooting guidelines in the Amazon Connect Administrator Guide.

While Amazon Connect provides web-based reports for tracking contact center business KPIs (queue depths, hold times, abandonment rates, etc.), it provides no tools for monitoring call quality or troubleshooting real-time communications issues. Monitoring and Analytics for Amazon Connect complements Amazon’s native reporting capabilities, helping contact center managers and support engineers easily identify, isolate and resolve audio quality issues. The solution embeds advanced monitoring capabilities into Amazon Connect agent endpoints, providing real-time visibility into WebRTC sessions.

Monitoring and Analytics for Amazon Connect combines passive endpoint monitoring with optional active connection testing to help administrators diagnose a wide range of problems, such as network performance constraints, infrastructure issues, endpoint misconfigurations, and signaling and media protocol incompatibilities. AI-driven algorithms automatically identify root causes, helping administrators save time and effort, and avoid guesswork.

Tags: Amazon Connect, Contact Centers