CCP & Dashboard
What are the agent logs used for?
For troubleshooting purposes on CCP
What status do you need to be in, in order to receive calls?
“Available” status
How do you transfer a call in your CCP to another common queue?
Utilizing the Quick Connects , select queue and click call.
What browsers are to be utilized for Amazon Connect?
Chrome or Firefox browsers
How do you end a call?
Select “End Call”
How do you open the Contact Control Panel (CCP) from your dashboard?
By selecting the Phone Icon, in the top right corner.
How do you answer a call?
Select “Accept Call”
How do you transfer a call to a number that is NOT in your quick connect list?
Click the Number Pad option , dial the number and click call.
Where do you go to change your status in Amazon Connect?
The change status drop down on the Contact Control Panel (CCP)
Once the third party joins the call, how do you successfully complete the transfer?
Select “Leave Call”
Prior to logging out at the end of your shift what status do you need to change to?
"Offline" status
If a call is missed what do you need to select in order to start receiving calls again?
Select “Close Contact”
After the third party connects what option do you select?
Select “Join” to warm transfer
How do you download the agent logs?
Go to settings, scroll down and select “Download Logs”
How do you end a call?
Select “End Call”