AWS Contact Center
Tag: agent
Programmatically search for users using an API in Amazon Connect
User management is a critical component of a contact center. Typical use cases include creating and updating user profiles. However, another significant use case is searching for and reporting on these users based on unique characteristics such as their profiles or tags. Amazon Connect now provides an API using which customers can search for contact […]
Easily prioritize, assign, track, and automate contact center agent work with Amazon Connect Tasks
Nearly half of an agent’s time is spent away from customer calls and chats on tasks in external applications like CRMs or business-specific solutions. Often, companies assign these tasks to agents in a variety of ways, including verbal instructions, emails, and notes in the external applications. This makes it difficult to follow, track, and measure […]