Firehouse or Kinesis Stream? Another firehose is consuming the agent event stream. I have built all the resources needed for both pipelines to co-exist. P lease note that before you do step 3 or the agent events (below), dextr will be missing a crucial piece of information and it will impact the dashboards. Here’s […]
Most requested feature for Amazon Connect? Most contact centers have a CRM or other intranet resource that brings critical customer data elements to the Agent on call presentation. Generally, these are web based application and use a browser as the primary interface. Webpages ofter list phone numbers. Would it not be useful to be able […]
Transcription of Recordings! Anybody who has ever listened to a run on voice mail message just to get the call back number and caller name, nows how frustrating that can be. Especially when they race through the call back number so fast you could not catch it! So you play it again. Gag me with […]
Dextr Flex Dashboard Permissions? Dextr Flex is a permission based solution in which features are made available through security profiles. Dextr Flex comes to market with a default set of permissions for an “Admin” User and an “Agent” User. You can however create your own security profiles and organize feature access based on your particular […]
SMS for Amazon Connect using Dextr BYOC Dextr has a “bring your own channel” option that enables you to setup SMS for your call center. In the tutorial video below, we are going to setup a Twilio number to route incoming text to customer service queues in the call center. You will need to have […]
Enabling Historical Reporting Dextr provides a full Historical Reporting Option in addition to the Activity Search that has long been a key part of Dextr. The following video tutorial shows you how to access Permissions and enable reporting for your selected role usually Admin or Agent, though you can create your own roles and permissions […]
Decline an incoming call? Generally, when a call is presented to an agent in an inbound, customer service orient contact center, the average speed of answer metric kicks in. If an Agent does not answer an incoming call when presented, they are marked “absent” and placed in “forced release”. This is done to reduce customer […]
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 […]