Entries by Peter Buswell

How to setup Kinesis if you already have Firehouse configured

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 […]

Dextr Click to Call for Amazon Connect

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 […]

New Permissions for “Activity Search” in Dextr Flex dashboard

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 […]

Setting Permissions in Dextr for Historical Reporting Access

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 […]

Dextr Flex Decline button for incoming call?

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 […]

Amazon Connect Historical Reporting Engine with Dextr Flex

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 […]

Dextr Flex for Amazon Connect releases “Bring Your Own Channel!”

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 […]

Amazon Connect – Dextr Flex enables a supervisor to change an Agent state

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 […]