CCP/ Dashboard
How do you open the Contact Control Panel from your dashboard?
By selecting the Phone Icon in the top right corner.
What status do you need to be in, in order to receive calls?
“Available”
If a call is missed what do you need to select in order to start receiving calls again?
“Close Contact”
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.
How do you end a call?
Select “End Call”
What browsers can you use for Amazon Connect?
Chrome or Firefox
How do you chage your status while on a call?
Select the “Next Status” feature and switch status to pause new contacts from being routed.
How do you make an outbound call?
Select the number pad, dial the number and select call.
After the third party connects what option do you select?
“Join” to warm transfer
Prior to logging out at the end of your shift what status do you need to change to?
Offline
Where do you go to change your status?
Change status drop down on CCP.
How do you answer a call?
Select “Accept Call”
How do you transfer a call in CCP to another common queue?
Quick Connects , select queue and click call.
How do you complete the transfer?
Select “Leave Call”
How do you download the agent logs?
Go to settings scroll down and select “Download Logs”
What are the agent logs used for?
For troubleshooting purposes on CCP (Contact Control Panel)
How do you logout?
Go to settings and log out