Dextr Quick Connects Dextr has always had a “directory” service that enabled agents to transfer callers in and out of the Amazon Connect instance, typically to the company PBX. Dextr now makes it possible to add contacts to the Directory system that can be shared with the entire call center as a “quick connect”! Just […]
Agents in Multiple Queues One of the more requested features among call center managers is to freely move Agents in and out of customer service queues! In Amazon Connect, routing profiles associate agents with queues. If Agent Gandalf DeGrey is a member of the Technical Support team and also a member of the Customer Service […]
Amazon Connect as a CRM Solution? Dextr has expanded the functionality of its existing engagement and activity modes to include a range of “CRM Light” features that significantly increase the functionality of the dashboard. These new features enable agents to add call notes to every contact record. On both inbound and outbound customer engagements, […]
Cherry Picking a caller from Queue? One of the most requested features we hear is the ability to “cherry pick”. This feature allows an agent to see callers in queue and then pick the caller they want. Now many call centers shutter at the thought of agents being able to do this, but others consider […]
Need to know more about Dextr? Everything you could want to know about Dextr from a “behind the scenes” view can be found here! We work very hard to document dextr and keep our production releases and documentation together, so please keep this link handy! Onboarding Details All About the Onboard Process Login DextrDashboard Features […]
Dextr Website Chat Integration The ability to integrate your Company Website with your call center is a powerful customer experience management tool. Being able to integrate your website with a ChatBot is even more powerful, but imagine the power of being able to escalate a chat session to a voice call! Now that is a […]
Now that your ‘free trail” is at an end We sincerely hope that you value your Dextr Dashboard for Amazon Connect Contact Centers and are taking advantage of these extra benefits: Ongoing Technical Support – for both your Amazon Connect Instance (requires support option during subscription or separate service agreement) and your Dextr Dashboard is […]
Team Collaboration Panel One of the benefits of a Dextr agent dashboard is the “team collaboration” option. Generally, unless you have an active phone call, Amazon Connect does not support an Agent calling a team member. In the Dextr dashboard, not only can you see the status of your team mates, you can open a […]
What is a Disposition Code? Disposition codes have long been a key part of an Agents post call work flow. What is a disposition code? At the end of each call an Agent is presented with a drop down list of quick codes that can be used to tag a phone call with a useful […]
I do not want to wear a headset all day! One of the first new features requested by Dextr Dashboard users was the need for headsets on WebRTC calls. Knowledge workers who are not necessarily in a boiler room type call center, are not nailed to their desk and headsets. When there is an […]
The Dextr Dashboard provides each user a call detail history that is searchable. Every Call is logged and reflected within the Dextr Activity TAB. The TAB provides the following information: Date and Time of Call Caller ID Duration of Call Direction of Call (in out or call back) Queue Disposition Code Recording Play back […]
I feel the need to Walk and Talk! As a member of the Italian American community, I identify as a hand waver! It is impossible for me to talk without moving my hands! Actually my hands and feet. I have to walk around and wave my hands as if the person on the other end […]