How do I allow agents in my Amazon Connect contact center to transfer contacts using the CCP?

Resolution

To let agents in your Amazon Connect contact center use the CCP to transfer contacts, use quick connects. Complete the steps in the following sections to set up quick connects for your queues.

Create or edit Agent, Queue, or External quick connects based on the type of transfer that you're using

Note: Configured Agent and Queue quick connects appear in the CCP only when an agent is on an active contact. External quick connects appear in the CCP at all times.

1. Use your access URL to log in to your Amazon Connect instance (https://domain.awsapps.com/connect/login -or https://domain.my.connect.aws).
   Important: You must log in as a user that has Edit and Create permissions for quick connects. For more information, see Security profiles.
2. Follow the instructions in Create quick connects.

Add the quick connect to the queues that you use in your contact flows

Follow the instructions in Allow agents to see quick connects.

Add the queues to your agents' routing profile

Confirm that the queues that include your activated quick connects are in a routing profile assigned to the agents who will use the quick connects.

For more information, see Set up routing.

Important: For quick connects to appear in the CCP, confirm that you correctly configured the routing.

Related information

Set up contact transfers

How routing works

Create a routing profile

Create a new flow