Amazon Connect Contact Lens: Managing In-Progress Contacts

/ Tutorial

Introduction

Amazon Connect Contact Lens is an advanced contact center service offered by Amazon Web Services (AWS). It provides powerful features to supervisors to manage customer interactions effectively. In the latest update, Amazon Connect Contact Lens now enables supervisors to manage in-progress contacts seamlessly. This guide will walk you through the new features, the steps to perform various actions, and provide additional technical and relevant points.

Table of Contents

  1. Understanding Amazon Connect Contact Lens
  2. Overview of In-Progress Contacts
  3. Importance of Managing In-Progress Contacts
  4. Enhanced Features in Amazon Connect Contact Lens
  5. How to Transfer In-Progress Contacts
  6. Rescheduling In-Progress Contacts
  7. Ending Stale or Inactive In-Progress Contacts
  8. Task Redistribution Across Agents
  9. Technical Considerations for Managing In-Progress Contacts
  10. Benefits of Managing In-Progress Contacts with Amazon Connect Contact Lens
  11. Conclusion
  12. References

Understanding Amazon Connect Contact Lens

Amazon Connect Contact Lens is a cloud-based solution that assists contact center supervisors in analyzing customer interactions. It facilitates the identification of emerging trends, sentiment analysis, and identifying areas that require improvement. With Contact Lens, supervisors can unlock valuable insights to enhance the customer experience.

Overview of In-Progress Contacts

In-progress contacts refer to ongoing interactions between customers and contact center agents. These can include voice calls, chat conversations, or task-based engagements. As a supervisor, having visibility into the status and progress of these contacts is crucial for managing the customer experience effectively.

Importance of Managing In-Progress Contacts

Efficiently managing in-progress contacts offers various benefits, such as:
– Preventing or minimizing customer wait times.
– Enhancing agent productivity.
– Maintaining consistent response times across different channels.
– Distributing workload evenly among agents.
– Identifying and addressing issues in real-time.

Enhanced Features in Amazon Connect Contact Lens

The latest update to Amazon Connect Contact Lens brings several enhanced features to supervisors. These features empower supervisors with greater control and flexibility in managing in-progress contacts. Some key features include:

  1. Transfer Contacts: Supervisors can now seamlessly transfer in-progress contacts from one agent to another without disrupting the customer experience.

  2. Reschedule Contacts: In situations where the contact cannot be resolved immediately, supervisors have the option to reschedule the contact for a later time while ensuring timely follow-up.

  3. Ending Contacts: Stale or inactive contacts can be ended to free up agent resources and provide a better experience for customers.

  4. Task Redistribution: With the ability to redistribute tasks across agents, supervisors can ensure a balanced workload distribution, improving overall efficiency.

How to Transfer In-Progress Contacts

Transferring in-progress contacts in Amazon Connect Contact Lens is a simple process. Here’s a step-by-step guide:

  1. Navigate to the contact details page within the Amazon Connect UI.
  2. Locate the in-progress contact that needs to be transferred.
  3. Select the “Transfer Contact” option in the UI.
  4. Choose the desired agent or queue to transfer the contact to.
  5. Optionally, provide any additional context or notes for the receiving agent.
  6. Confirm the transfer and monitor the successful completion.

Rescheduling In-Progress Contacts

Supervisors may occasionally encounter situations where contacts need to be rescheduled. To reschedule in-progress contacts in Amazon Connect Contact Lens, follow these steps:

  1. Access the contact details page for the desired in-progress contact.
  2. Click on the “Reschedule Contact” option in the Amazon Connect UI.
  3. Specify the new scheduled time and date for the contact.
  4. Ensure that the rescheduled contact is prioritized in the agent’s task queue.
  5. Confirm the rescheduling changes and monitor the updated contact status.

Ending Stale or Inactive In-Progress Contacts

To end stale or inactive contacts using Amazon Connect Contact Lens, supervisors can follow these steps:

  1. Open the Amazon Connect UI and navigate to the contact details page.
  2. Locate the in-progress contact that requires termination.
  3. Choose the “End Contact” option in the UI.
  4. Capture any essential notes or information related to the termination.
  5. Confirm the termination request ensuring proper closure of the contact.
  6. Monitor the status to prevent any complications or unintended consequences.

Task Redistribution Across Agents

Supervisors can redistribute tasks across agents to ensure a balanced workload distribution. By following these steps, task redistribution becomes seamless and efficient:

  1. Access the Amazon Connect UI and go to the task management section.
  2. Identify the task(s) that need to be redistributed.
  3. Select the “Redistribute Task” option.
  4. Specify the desired agent(s) or queue(s) to receive the redistributed task(s).
  5. Prioritize tasks based on agent availability and skillset, if necessary.
  6. Monitor the task redistribution to ensure successful reassignment.

Technical Considerations for Managing In-Progress Contacts

While utilizing Amazon Connect Contact Lens to manage in-progress contacts, supervisors should keep the following technical considerations in mind:

  1. Ensure proper connectivity and network bandwidth for a seamless experience.
  2. Regularly update the Amazon Connect Contact Lens instance to leverage the latest features and improvements.
  3. Train agents on how to handle and transfer in-progress contacts effectively.
  4. Monitor performance metrics to identify any areas that require attention or optimization.
  5. Fine-tune system settings to align with contact center requirements and objectives.

Benefits of Managing In-Progress Contacts with Amazon Connect Contact Lens

Effectively managing in-progress contacts using Amazon Connect Contact Lens offers numerous benefits, including:

  1. Improved Customer Experience: By ensuring timely resolution and proactive management, customers receive a better experience.
  2. Enhanced Efficiency: With the ability to transfer, reschedule, and redistribute tasks, supervisors can optimize agent productivity.
  3. Real-time Issue Resolution: Identifying and addressing issues in real-time enables supervisors to take immediate corrective actions.
  4. Streamlined Workload Distribution: Balancing task assignments among agents eliminates bottlenecks and reduces wait times.
  5. Valuable Insights: Analyzing in-progress contacts provides valuable data for identifying trends, customer expectations, and process improvements.

Conclusion

With the new features in Amazon Connect Contact Lens, supervisors can effectively manage in-progress contacts within the contact center environment. By leveraging the ability to transfer, reschedule, and end contacts, together with efficient task redistribution, supervisors can enhance both customer experiences and agent productivity. Keeping technical considerations in mind, the seamless management of in-progress contacts is possible with Amazon Connect Contact Lens.

References