Dextr creates two lambda functions that you need to add to both you instance and to your contact flows. To get the lambda functions to show up in your contact flows, you first add them to your instance. From the AWS Management console, select Connect as the service and then select the Instance you have […]
Onboarding Note – Who is the Instance Admin? When onboard Dextr you must be the Instance Admin. The biggest mistake folks make when onboard Dextr is not understanding how to be the Instance Admin. This is NOT a User in the call center that has admin permissions, it is a very special user. This […]
Monitor All Queues in Amazon Connect? One of the challenges that you have as a supervisor, is how to monitor all queues in the call center without taking a phone call or negatively impacting stats! Generally, you can see the status and activity of the queues you are a member of. You can play games […]
Dextr integrates transcriptions, comprehension and sentiment analysis ! Contact center supervisors are hungry for insight into things like whether agents are having effective conversations, whether any interesting trends in customer sentiment are occurring, or whether the agents are complying with regulatory requirements. This is challenging because audio data is virtually impossible for computers to search […]
Call Center with PBX like features? One of the most requested features folks deploying Amazon Connect typically ask for is the ability to directly dial an extension to reach a specific agent or team member. Clearly Amazon Connect is not a PBX system, it is a call center! It is possible, however, to give your […]
Amazon Connect Lets folks text a request for call back! Is Call Back from Queue really that smart an option? One of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available. This option is offered to the caller while in queue which […]
The Dextr agent dashboard for Amazon Connect has always had a real time metric display on its home screen. The screen provides real time updates on queue related metrics. An agent typically sees the performance of the team they are a member of while a supervisor can have a global view of all queue metrics. […]
The AWS Ecosystem AWS is a remarkable ecosystem with a wide variety of advanced services to fit any requirement you can imagine! From Artificial Intelligence, to Speech Recognition, Big Data analytics and the Internet of Things, AWS has a solution. This is the same set of infrastructure solutions that supports Amazon the big “shopping chart” […]
Dextr takes Voice Messages! Offering the option for a caller to bail out of a queue while waiting for the “next available agent” is a standard call center feature. When it comes to providing that in an Amazon Connect Call Center, it is a bit more challenging. Being able to take a voice message from […]
Dextr can now take voice messages In our normal deployments, we usually create a “customer hold queue flow” that dictates the experience a caller will have while waiting on hold for the “next available agent”. Typically, while on hold listening to customer care and other informational messages we will periodically invite the caller to take […]