To record or not to record, that is the question It is very common to call into a contact center and he the warning message “You phone call may be recorded to improve customer service”. Sometimes you might even hear “Press 1 if you do not want your call recorded”. Each of the States […]
Real time or Historical Report? If you think about reporting there is a fine line that separates a “real time” display from a “historical” record. It would also be wise to say “near real time” as even the mechanic of displaying data takes some small amount of time. So then, where is the line that […]
Forced Release? When Amazon Connect presents a call to an Agent that is not answered, the Agent is placed in “forced release” by Amazon Connect. This is done to assure that the next caller does not have their time wasted by waiting for an Agent that might have gone home for the day! Typically this […]
Bring your own Channel Dextr Flex implements a “‘bring your own channel” that enables an enterprise to integrate any business process event with the Amazon Connect instance. This enables business processes to be brought to the attention of any Agent or Queue in the Call center. Some examples of where the Dextr Flex Web Hook […]
Forced Release In most call centers, when a call is presented to an Agent, if they do not accept the call, they are marked as “forced release”. This requires that they manually return to “available” if they are to continue taking calls. This strategy makes sense as there is not need to waste a […]
CTR or Contact ID? Amazon Connect creates a “contact trace record” with a unique “contact ID” for each phone call in or out of the contact center. Older legacy telephone folks would call this a SMDR or CDR (station message detail record or call detail record) but Amazon calls it a CTR. The end result […]
Slice and Dice your Contact Records! Dextr now has a full Historical Reporting Engine for Amazon Connect. A new ICON has been added to the dashboard navigation panel, when clicked brings you into the Historical report generator. Click “create report” and you can then name your report, choose a reporting interval, select any or […]
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 […]