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Amazon Connect Agent Monitor, Coach, Chat and Voice Call?

Dextr Dashboard offers the opportunity for agents to collaborate with voice or chat options. Each agent status is displayed to the entire team. Supervisor permissions enable Agent monitoring and whisper coaching with a simple mouse click!

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Dextr Activity Screen – CDR’s, Disposition Codes and Recordings!

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 The Dextr Activity Screen enables […]

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Dextr.Cloud Cell Phone and Forced Release Solution for Mobility!

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 of the phone call can […]

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Dextr Team Status Collaboration Screen Overview!

Team Status for Collaboration, Monitor and Chat! One of the features of the Amazon Connect solution is the ability to transfer an active call from one agent to another agent or from one queue to another queue.   However we plan call flows, eventually some caller will end up in the wrong queue.    Amazon Connect enables an Agent connected to […]

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Dextr Onboarding Notes & User Guide – Do it yourself!

Quick summary of how to “on board” Dextr to your existing Amazon Connect instance!

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Dextr adds Email Routing for Amazon Connect!

The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels.   Similar to a voice call, an incoming email message is routed to the next available in the queue assigned for email.   Dextr will collect emails, provide auto responders and route outgoing email to assure FROM field compatibility.   The email is “sticky” and […]

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Dextr is now Globalized for Amazon Connect Regions

Is your Amazon Connect dashboard globalized? Dextr is now available in all AWS Regions with full dial plan support!

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AWS Connect Forced Release Behavior Option

Sometimes it is better to give folks what they want, rather than what they need! Over the years of working with call centers you develop a sense of what is a best practice and what is something that will be nothing but a problem! You do your best to educate folks on the issues and make recommendations that you know […]

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#AWS Connect setting Holiday Schedules and Ad-Hoc Closings!

Dextr enables you to setup Holiday Schedules and “ad hoc” Queue closings in #AWSConnect complete with a custom prompt to callers!

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Welcome to Dextr.Cloud

About a year ago, while deploying a very large cloud based call center from one of the Gartner groups upper right quadrant companies, Amazon announced AWS Connect! That was the day the disruption of all you ever knew about call centers changed forever! Most Call Centers, especially cloud based providers, have a platform that supports thousands of clients, all with […]

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