Contact Center Dude

Contact centers, telephony, Amazon Connect, Genesys Cloud, Genesys PureConnect, Avaya, Freeswitch etc...

2022-04-12

Tasks as alternative to Callback in Amazon Connect

›
Amazon Connect has a built-in ability to add Callback option in IVR. But unfortunately, it lacks some features that might be required for s...
2022-04-09

Amazon Connect new features

›
 Amazon Connect having a blast this April. They released multiple nice features. Some of them are really desired by many clients. Full list ...
2022-02-20

Configure internal extension for IVR in Genesys Cloud

›
Imagine that you need to setup an internal extension that will point to IVR flow. The official documentation is not clear on this topic and ...
4 comments:
2022-02-17

Exporting data from Interaction Administrator (Genesys PureConnect)

›
 Sometimes you need to export configuration data from Genesys PureConnect. There are multiple ways to do that. Here are some of them: 1) use...
2022-01-22

Estimated Wait Time for Chat in Amazon Connect

›
 Some time ago I presented a method of calculating Estimated Wait Time (EWT) using Lambda function that in turn uses Amazon Connect API to ...
2022-01-10

Troubleshooting flows in Amazon Connect

›
 I would like to share several methods that I use to troubleshoot contact flows in Amazon Connect. 1) Enable Amazon CloudWatch Logs Official...
2022-01-05

Check Queue is out of service in Amazon Connect

›
I want to talk about one issue with Amazon Connect. This is something that in my opinion Amazon should be fixing ASAP. Scenario 1 1. Agent o...
2022-01-03

Export users and queues to CSV-file in Amazon Connect

›
I created 2 simple Lambda functions that allow exporting users and queues to CSV files. 1. Export users to CSV How it works: Uses Amazon Con...
3 comments:
2021-12-24

How to delete contact flow in Amazon Connect

›
 As you may know, it is impossible to delete contact flows directly from Amazon Connect web interface. In the past, the only option was to r...
2021-12-12

Voicemail in Amazon Connect (part 2) - Sending voicemail to queue

›
In part 1 of this article, I gave an example of how to use Voicemail for Amazon Connect solution to be able to send voicemail from IVR to g...
2021-12-11

Voicemail in Amazon Connect (part 1) - Group voicemail

›
 When Amazon Connect was first released back in 2017 many users were surprised that voicemail (and many other basic telephony features) were...
6 comments:
2021-12-09

SLA Notifications in Amazon Connect

›
One of the most important KPIs of any contact center is SLA (service level agreement). It shows the percentage of the calls that were answer...
›
Home
View web version
Powered by Blogger.